Case Study: Software & Advisory Services Provider Image

Case Study: Software & Advisory Services Provider

Software & Advisory Services Provider Revamps Customer Journey and Improves CSAT by 10% and Net Retention by 20%

The company featured in this case study is a subsidiary of a large American multinational conglomerate and provides software and advisory services around operational technology and infrastructure. Their wide variety of offerings made it difficult to create consistent customer journeys that led both parties to succeed. When they carried out a customer-wide survey, they found out that customers felt like they were going the journey alone and were left wondering, “Do you care whether we’re successful or not?” In this case study, you’ll learn how Gainsight helped this company:

  • Reduce at-risk accounts by 33%
  • Improve Customer Satisfaction (CSAT) scores by 10%
  • Raise Net Retention by 20%
  • Revamp their customer journey to be more centered around client outcomes
  • Build an adoption enablement process that made customers more confident in the product
  • Establish customized engagement touchpoints
  • Capture and execute on customer goals and drive adoption and risk processes