Case Study: Affinio saves 12 hours a week per CSM and increases NPS response with Gainsight

Affinio Saves CSMs 12 Hours a Week with Gainsight

Affinio, a Halifax-based marketing intelligence platform that helps brands and agencies understand consumer interests, struggled with inefficient customer success workflows: CSMs spent hours each week chasing fragmented data and sending repetitive emails, making proactive lifecycle and risk management — and cross-team collaboration on upsells and advocacy — difficult.

By adopting Gainsight to consolidate customer data in C360, manage work in Cockpit, and automate 1:many outreach with CoPilot, Affinio standardized tasks, automated emails and usage-based adoption campaigns, and delivered executive usage summaries. The result: an estimated 12 hours saved per CSM each week, a 16-point increase in NPS response rate, and 100% of customers kept up to date on usage — driving adoption, advocacy, and smoother executive conversations.

Affinio

Erin Fogerty

Head of Customer Success