Accelerated Gainsight essentials rollout to supercharge CSM efficiency
CLIENT OVERVIEW
Glean is a SaaS enterprise search company that offers a cloud-based search platform for businesses. The platform is designed to help organizations quickly and easily search through large volumes of data and find relevant information.
Glean’s platform is built on top of a powerful search engine that can handle complex queries and deliver fast and accurate results. It offers a range of features and capabilities, including full-text search, faceted search, and advanced search filters.
Glean’s platform is highly customizable and can be tailored to meet the specific needs of each organization. It can be seamlessly integrated with Dropbox, Salesforce, Jira, Slack, and many other enterprise platforms.
PAIN POINTS
Glean Customer Success Managers were manually managing increasingly large books of business, primarily relying on spreadsheets for client data and task tracking. It was difficult for the team to leverage data in disparate systems to effectively aggregate a 360-degree view of their clients.
Furthermore, Glean’s Customer Success (CS) leadership lacked the reporting capabilities to monitor customer health and make strategic business decisions.
To address these challenges, three goals were identified with the Gainsight Essentials implementation:
- Improve CSM Efficiency
- Create a consistent customer experience
- Deliver robust reporting to the CS team
“The Growth Molecules-led Gainsight Essentials implementation has been a game-changer for our Customer Success team. They strategically guided us and kept us on track each step of the way, taking the time to truly understand how to use Gainsight to bridge the gap between where we were, and where we wanted to be. With their expertise and leadership, we were able to deploy our Gainsight instance quickly and customized it to fit our specific business goals. “
THE RESULTS
With strategic advisory services, supplemented with hands-on-keyboard support from Growth Molecules, Glean’s Customer Success and leadership teams completed a major phase in their journey toward operational excellence: Gainsight was deployed to CSMs in only six weeks. Additional results include:
- Operationalized Playbooks and Calls to Action to allow CSMs to provide a consistent and scalable client experience.
- The accelerated rollout of the Gainsight timeline allowed CSMs to begin tracking all client interactions in a single, filterable feed, increasing efficiency and allowing them to strengthen client relationships.
- Product usage data is integrated into Gainsight to help drive consistent and automated client health scoring using the DEAR framework.
- Automated “Welcome to Glean” outreach campaigns are now being sent to new client Executive Sponsors leveraging the Gainsight Journey Orchestrator.
About
Growth
Molecules
We are a management consulting & technology services firm that offers proven strategies, AI-driven workflows, & expert execution across the entire customer lifecycle journey. We offer integrated, scalable solutions for B2B technology companies to protect & grow their recurring revenue. We do that in three ways:
- We Assess: We discover your current capabilities.
- We Prescribe: We define new solutions.
- We Execute: We implement revenue impact.
We have been in your shoes: Our team of award-winning strategists are former global revenue leaders who understand what it takes to get scientific about their revenue.
Contact Us today to get started on your Customer Success Optimization Journey
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