Our Customer Success Group has been using this as a foundation.

What are the best aspects of this product?

Gainsight has made it possible for our CSMs in managing accounts effectively (regardless of volume). Tools such as the health score and CTAs gave us the ability in prioritizing which accounts require urgent attention. At the same time, the CoPilot e-mail service does an excellent job in automating our one-to-many ration marketing strategy. Really great stuff!

What aspects are problematic or could work better?

I was running into certain problems. Specifically that involved cross-object reporting as well as SFDC data storage. There were some small UI issues too. Fortunately, Gainsight was able to look into them quickly.

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

Our CSMSs is capable of dealing with high account volumes. So it's essential in making a priority to the ones that entail initial engaging. We also wanted to find a way in autaomting interaction between the CSM to that of the customer. We accomplished all that via our customized e-mails that were sent through Co-Pilot.

Are you a current user of this product?

Yes