News and PressMay 11, 2017

Gainsight Announces New Capabilities to Help Large Enterprises Drive Customer Success at Scale

New Release Introduces Enhanced Automation, AI-Powered Collaboration and Enterprise-Grade Security

OAKLAND, CA - May 12, 2017 - Gainsight™, the Customer Success company announced today a major product release that will help large enterprises with complex environments more effectively drive Customer Success at scale. The release, which brings the company closer to delivering on its vision of building a Customer Success Network, was debuted on stage today at Gainsight’s Pulse 2017, the largest conference for the Customer Success industry with over 4,000 members of the community in attendance.

“Our research clearly shows that companies that are able to effectively scale their Customer Success operations enjoy higher gross retention and expansion rates,” said Karl Rumelhart, Vice President of Products at Gainsight. “We're excited about this new release of the Gainsight platform as it enables our customers to leverage rich customer data in new and innovative ways so they can accelerate growth within their existing customer base with greater efficiency.”

Gainsight announced earlier this week that it has closed a $52 million Series E round led by Lightspeed Venture Partners. In addition to participation from existing investors Battery Ventures, Bain Capital Ventures, Bessemer Venture Partners, Summit Partners, Salesforce Ventures and Insight Venture Partners, Cisco Investments also participated in the round. Gainsight also revealed it logged 167% year-over-year revenue growth in the last fiscal year, now boasts over 430 employees across seven global offices and has added new customers across industries. These include enterprise technology (Gigamon, SecureWorks and VMware), SaaS (ABC Financial), and healthcare (MCG Health, naviHealth and Resmed Brightree).

Improved Automation in Customer Success

Organizations with more sophisticated Customer Success operations looking to drive personalized engagement with their customers and partners are demanding a richer set of automation capabilities. The introduction of a more robust automation engine brings the power of Big Data and automation together to meet the needs of these increasingly complex operations to drive relevant and timely customer engagement at scale.

With the new automation engine, the Gainsight platform can analyze very high volumes of records across multiple data sets to trigger precisely targeted customer journeys that adapt to customer behaviors. This new capability enables the end-to-end automation of customer engagements such as NPS surveys, including calls-to-action based on specific responses.

Collaboration Powered by Artificial Intelligence

In order to facilitate the sharing of customer intelligence across a Customer Success Network, Gainsight introduced Sally, an AI-powered bot that will live in a number of today’s popular collaboration tools such as Slack, Cisco Spark, and email. With natural language processing, talking to Sally is just like talking to a real person, and machine learning technology helps her get smarter with each conversation.

With Sally, gaining a deeper understanding of a customer is as easy as asking a question. Simply ask her a question through a preferred communication channel and Sally will respond with rich information about customer health, contract dates, open cases, latest NPS responses, and much more. She can also alert individuals when specific calls-to-action are assigned to them.

Sally helps unleash customer data and insights that have historically lived in silos within an organization, providing everyone within a company as well its partners with a shared understanding of the customer, leading to a higher degree of efficiency and coordination and, most importantly, better customer outcomes.

Enterprise Grade Security and Compliance

Gainsight also announced that it has successfully completed the Service Organization Control (SOC) 2 Type 1 audit on January 31, 2017 by Kirkpatrick Price, a licensed CPA and PCI QSA firm. The completion of the audit affirms that Gainsight's information security practices, policies, procedures, and operations meet the SOC 2 standards for security, availability, and confidentiality.

“Achieving SOC 2 compliance confirms our commitment to the level of security required by the rapidly growing number of large enterprises using Gainsight to operationalize their Customer Success organizations and processes,” said Nick Mehta, Chief Executive Officer at Gainsight. “This milestone will help ensure that our technology can play a stable and secure role in conducting the Customer Success Network with secure access to customer intelligence not only to a company’s employees, but also to its customers and partners.”

For More Information:

About Gainsight

Gainsight™, the Customer Success company, helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight’s product helps you touch customers effectively, track customer health consistently and transform the way your company orients around the customer. Gainsight provides a 360° view of customers and drives retention across Customer Success, sales, marketing, executive and product management. Learn how leading companies like Adobe, Box, DocuSign, HPE, Marketo and Workday use Gainsight to help their customers succeed at www.gainsight.com.

Connect with Gainsight:
Blog: www.gainsight.com/blog
Twitter: www.twitter.com/GainsightHQ
Facebook: www.facebook.com/Gainsight

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Media Contact
Gainsight
Will Chamberlain
(310) 926-1516
wchamberlain@gainsight.com

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