Case Study: Alfresco achieves 15% improvement in CSM efficiency and consistent customer journeys with Gainsight

Alfresco and Gainsight Partner to Improve Efficiency and Bring Consistency to Customer Journey

Alfresco, an enterprise open‑source company specializing in content and process management, faced fragmented post‑sales operations across multiple regions with CSMs managing 80–100 accounts each. The team lacked a single source of truth for customer health and attributes, causing long prep times (5–10 minutes per interaction), inconsistent onboarding and touchpoints, and limited visibility into at‑risk customers.

By implementing Gainsight’s C360, Dashboards, CTAs and Playbooks, Alfresco centralized customer data, automated risk signals and standardized workflows. The C360 cut data access to ~15 seconds (a >95% reduction), saving nearly an hour per CSM per day (≈10% efficiency), Playbooks added ~5% efficiency, and the combined improvements drove a ~15% lift in CSM efficiency while improving data quality, cross‑functional visibility and consistency in the customer journey.

Alfresco

Dan Malavich

Global Director of Customer Relations