Gainsight PX Helps Absorb Rebuild Its Product Interface

Absorb Software is a learning technology company headquartered in Calgary, Alberta. Since its founding in 2003, the company has grown to support nearly 1,000 clients and over 9,600,000 users in 120 verticals.

Challenge: Evolving Product Management

Whether the team needed to understand how users felt about existing features or was considering rebuilding the admin experience, it found it time-consuming to collect client feedback. In some cases, the team based functionality decisions on a limited set of client feedback or would rely on its own opinions and gut instincts.

When Craig Basford was promoted to SVP of Product, one of the first things he wanted to do was to empower his team to make more data-driven product decisions

“Our product managers are experienced and smart but their understanding of how our clients were using our solution only went so far. We needed to use our time more wisely while moving away from opinion-based decision-making,” Basford explains.

With Gainsight PX, the product team can ask targeted questions, such as how many clients are using a certain feature. Insights such as these are guiding the team’s current efforts to rebuild the admin interface.

Solution: An Advanced Product Experience Platform

Though Absorb was already using Gainsight to support its client success efforts, Basford conducted his due diligence and evaluated numerous product analytics solutions. According to him, the multi-tenant nature of Absorb LMS, the company’s flagship learning management system (LMS) for businesses, with support for hundreds of client use cases made it hard to address his needs. But he discovered that Gainsight PX (previously Aptrinsic) – a product experience platform – was the best fit.

As Basford describes it, a few features set Gainsight PX apart. The product mapper was the most intuitive of the ones he evaluated, enabling even non-technical staff to use it once trained. In addition, Gainsight PX is closely aligned with how the product management team handles engagement targeting.

“Targeting and scheduling are separate in Gainsight PX. That means someone who only needs to modify a schedule can do so without inadvertently changing something related to targeting,” he says.

Plus, Gainsight PX collects all product usage data from the start. According to Basford, to use many of the product analytics tools he assessed, his developers would need to add code to track data. “For every new bit of data we wanted to track, we would have had to knock on our development team’s door. Considering the time and cost associated with those asks, we wouldn’t have gotten enough value from those tools,” explains Basford.

Impact : Quickly Making Data-Informed Decisions

Since Gainsight PX automatically collects all data whether Absorb is tracking it or not, Basford’s product team gained an immediate advantage. “If someone asks how many of our clients are meaningfully engaging with a new learning experience compared to a prior one, we can answer that since Gainsight PX has collected most data points from day one,” he explains.

Combining this data with the data it collects directly from clients, Basford’s team makes even more informed -- and better -- decisions. For example, at a glance, the team might see 400 clients are using a certain feature, and can then dive deeper within Gainsight PX to determine which specific users this includes, along with how they compare between power and “sometime” users. “The combination of real product usage data and our product managers’ expertise is powerful,” says Basford.

To start, Absorb is tracking the 50,000-60,000 admins using Absorb LMS. With Gainsight PX, the product team can ask targeted questions, such as how many clients are using a certain feature. Insights such as these are guiding the team’s current efforts to rebuild the admin interface.

Going forward, Basford’s product teams will use in-app engagements and track as much product usage data as possible so they can identify trends in advance. “We will be able to shift from knowing the questions we want to ask, to gaining insights without even asking questions. And that will allow us to evolve our product management capabilities even further,” Basford concludes.