Case Study: Multinational Software & IT Business Image

Case Study: Multinational Software & IT Business

Multinational Software & IT Business Gets Proactive in Risk Escalation, Improves Overall Health of Accounts

The Multinational Software & IT Business featured in this case study is one of the largest pure-play software companies in the world. They help customers maximize existing software investments and embrace innovation in a world of hybrid IT—from mainframe to mobile to cloud. They had no way to monitor customer health holistically and escalate high-priority risks to executives. Without a single source of customer data, it was impossible for them to flag risks based on a blend of objective data sources and qualitative identification by team members. In this case study, you’ll learn how Gainsight helped this Multinational Software & IT Business to:

  • Save CSMs a tremendous amount of time by providing a single source of customer information
  • Take a proactive approach to combating churn by giving executives and CSMs with visibility into at-risk accounts
  • Create consistent processes with standardized Playbooks
  • Leverage automated Calls to Action to stay informed of customer risks
  • Better manage risk escalation
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