EcoOnline Deploys Gainsight to Complement Microsoft Dynamics and Mature its Approach to Customer Success

Founded in 2000, EcoOnline has a vision to be the preferred provider of user-friendly SaaS-based Health, Safety, Environment, & Quality (HSEQ) tools, helping its customers create safe, sustainable, efficient and attractive workplaces. As of late 2019, its 200 employees in Ireland, UK, Norway, Sweden, Denmark, and Finland serve over 5,700 customers and 325,000 users across 86 industries.

Each EcoOnline Customer Success Manager (CSM) is responsible for about 300 accounts. As the company continued experiencing rapid growth, it knew its CSMs would struggle to handle such a heavy load while trying to customize Microsoft Dynamics to suit their purposes.

Realizing the need for a purpose-built customer success platform, EcoOnline chose Gainsight because of its Microsoft Dynamics Connector.

With Gainsight, EcoOnline:

  • Has achieved a holistic 360-view of customers
  • Is better equipped to proactively drive renewals and identify at-risk customers
  • Is gaining new insight into customer health and the overall business

Read the case study to learn more about how Gainsight enables EcoOnline to mature its approach to customer success.