Effective application

What are the best aspects of this product?

Gainsight has helped us to increase the number of managed customers and provide them proactive assistance. Before, we were using multiple systems but they did not provide us the required insight or features. The vendor continually improves Gainsight by enhancing features and adding new useful ones. Gainsight has become the main app used by our CSMs to track and manage customer needs.

What aspects are problematic or could work better?

For us, the implementation procedure was slow, though they have improved it a lot since then. Second, sometimes I am not sure if the rules will conflict or update data correctly.

What specific problems in your company were solved by this product?

We use a one-to-many model and our CSMs were taxed a lot. Gainsight has helped us to effectively reduce employee attrition and promote upsells. The app has helped to significantly improve both areas.

Are you a current user of this product?

Yes