Case Study: Arbor Education achieves 1300% higher engagement with Gainsight

Arbor Education Boosts Engagement 1300% with Digital CS

Arbor Education, a cloud MIS provider in the UK, faced rapid growth during “the Big Wave,” onboarding historic numbers of schools while relying on a manual, labor-intensive process. Before Gainsight, the team tracked onboarding in spreadsheets, Asana, and email, which created heavy admin work, and they also lacked visibility into customer product usage after onboarding.

Arbor Education implemented Gainsight’s digital customer success approach, including Product Experience and Customer Communities, to automate onboarding and consolidate workflows. With Gainsight, Arbor shifted from a highly manual model to a digital system, improving the customer-to-staff ratio from 24:1 to 100:1 and boosting engagement by 1300% while moving admin tasks off people and into the platform.

Arbor Education

Desma Tucker

Head of Customer Operations