Case Study: Dell Boomi scales customer engagement and reduces churn with Gainsight

Dell Boomi Engages Long-Tail Customers with a Human Touch

Dell Boomi, a Dell business unit delivering a native‑cloud iPaaS, was facing hypergrowth in its lowest‑tier customer segment (doubling every 12–18 months). A previous 1:1 onboarding model could not scale—CSM ratios would hit roughly 1:400—leaving many customers at risk and hiring more staff infeasible.

Dell Boomi deployed Gainsight’s Journey Orchestrator to create an automated tech‑touch program with a human touch: welcome kits, personalized monthly newsletters, CTA‑driven follow‑ups, and escalation rules that add at‑risk accounts to monitored lists. Integrated with Salesforce to auto‑create Success Plans and notify AEs/CSMs, the approach improved retention and efficiency and advanced their customer‑success maturity from Insights & Actions to Outcomes.

Boomi

William Davis

Success Assurance Director