Case Study: Dealerware achieves scalable onboarding and faster time-to-value with Gainsight CS + PX

Dealerware Uses Gainsight CS + PX to Scale Without Increasing Headcount

Dealerware is an Austin-based fleet management platform that helps dealerships and OEMs automate cost recovery and simplify courtesy-vehicle and rental operations. Rapid customer growth — from a handful to over 1,000 customers — created a major challenge for their Customer Success team: scale onboarding and drive time-to-value without adding headcount, while also getting reliable, user-level product usage data to inform actions.

Dealerware implemented Gainsight CS to standardize and automate onboarding and then added Gainsight PX for person- and account-level product analytics, in-app walkthroughs, targeted NPS surveys, and integrated support workflows. The combined solution sped time-to-value, increased NPS response rates, enabled the team to support 1,000+ customers with minimal staff, improved cross-functional collaboration, and provided actionable insights for product and release decisions.

Dealerware

Melissa Terrell

Executive Vice President of Operations