Case Study: Concentra Analytics rapidly scales global client success and growth with Gainsight

Concentra Analytics Selects Gainsight to Support Global Rollout and Rapid Scaling of Its Product-Plus-Services Business

Concentra Analytics, maker of OrgVue workforce modeling software, needed to move from a consulting-led to a true SaaS model while continuing to deliver high-touch service to C-suite customers. When Julia Adamson established a Client Engagement and Success team, she faced the challenge of scaling proactive, strategic support and tracking client health across a complex, global client base.

Adamson selected Gainsight for its Customer 360 view and easy integrations with Salesforce, Zendesk and Kimble, plus tools like Journey Orchestrator and Calls-to-Action to map health, automate outreach, and surface expansion and renewal opportunities. With Gainsight in place Concentra has a clear, scalable path for client success—empowering CSMs, coordinating global delivery, and improving satisfaction, retention and growth while preparing to expand Gainsight usage company-wide.

Concentra

Julia Adamson

Director of Client Engagement and Success