Case Study: Coveo improves customer health visibility and success planning with Gainsight CS

Coveo cuts customer reporting from hours to minutes with Gainsight

Coveo, a provider of AI-powered e-commerce and enterprise search platforms, sought to shift its Customer Success strategy from an engagement-centric model to one focused on customer outcomes. This new approach required greater visibility into customer health and a single source of truth for its data, which was scattered across disconnected tools. The vendor Gainsight provided its Customer Success (CS) platform to help Coveo measure achieved value and identify churn risk more effectively.

By implementing Gainsight CS, Coveo adopted a structured risk management approach using features like Timeline, Customer 360, and AI-driven automation. This solution streamlined success plans, improved internal alignment with renewal teams, and provided concise, easy-to-read value reports for customers and leadership. Gainsight's native integrations also resolved longstanding data connectivity issues without added cost, saving CSMs significant time previously spent manually compiling information.

Coveo