Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company
Updated December 05, 2018

Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is being used by the customer success managers in the organization to provide them with a 360 view of their customers and to help them streamline the CS processes (i.e. customer onboarding) and document key customer interactions, success plans, risks and opportunities for account growth.

Pros

  • One location for all CS work
  • Flexible reporting and easy to configure dashboards
  • Native integration with SFDC

Cons

  • Ginsight is a great product but needs more help to cope with the complexity of an on-prem multi-product enterprise company.
  • Would be great to be able to access Gainsight independently from Salesforce
  • The functionality to share dashboards to non-GS users is a great idea and would be really good to see more development in upcoming releases in terms of ways to share the dashboards and making the usage smoother, especially for bigger data sets
I have received a lot of great support from professional services and the client outcomes manager. They all have the right product knowledge and truly invest themselves into understanding the customers' use case.
The Gainsight support help-desk team also has the right product knowledge. Their opportunities for improvement are in the field of understanding the customer use case, as well as acknowledging the issues that the customers present.
  • We have increased the retention rate by automating the customer onboarding process and reducing the time to value for the customers
  • Employee efficiency and collaboration has been increased as now CSM resources carry more accounts.
  • Upsell has been increased in the mid-market accounts, as now CSMs have better view of their customers' information.
If you are a mid-sized SaaS company, Gainsight is one of the greatest investments you can make. For large on-prem multi-product businesses, Gainsight also makes a difference, although complexity and scale can be a challenge (as for any other tool I suppose).

Gainsight CS Feature Ratings

8.0
Product usage
Not Rated
Help desk / support tickets
8
8.8
NPS surveys
Not Rated
Sponsor tracking
10
Customer profiles
Not Rated
Automated workflow
8
Internal collaboration
9
Customer health scoring
9
Customer segmentation
8
9.0
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
9
7.0
Role-based user permissions
7
10.0
API
Not Rated
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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