Case Study: Continuum achieves higher partner satisfaction and faster product improvements with Gainsight for VoC

Continuum Tackles Partner Success Using Gainsight for VoC

Continuum Managed Services is an IT management platform that sells through channel partners under a “Pay as you Grow” model, so partner retention depends directly on product adoption and satisfaction. That made it critical for Continuum to capture regular, actionable partner feedback and close the loop quickly to mitigate partner churn and surface product improvement opportunities.

Continuum implemented Gainsight for VoC with a Listen–Act–Analyze approach: staggered NPS surveys, customizable delivery, CTAs and playbooks for follow-up, and executive “State of the Customer” reports. The program increased response rates, surfaced a specific product issue that was prioritized and resolved by leadership, and enabled faster, consistent responses that drove product enhancements and stronger partner engagement and advocacy.

Continuum

Nicole Hunter Hart

Senior Manager of Partner Success Programs