Case Study: Dell Boomi achieves scalable customer engagement and reduced churn with Gainsight

Dell Boomi Engages Long-Tail Customers with a Human Touch

Dell Boomi, the independent Dell business unit behind a native‑cloud iPaaS, was experiencing hypergrowth in its lowest‑tier customer segment—doubling every 12–18 months—and could no longer sustain personalized 1:1 onboarding (a projected CSM ratio of 1:400). The company faced the risk of losing these customers or having to hire unsustainable headcount while lacking a scalable way to spot at‑risk accounts.

Using Gainsight’s Journey Orchestrator and workflow engine, Dell Boomi launched an automated tech‑touch program that delivers welcome kits, behavior‑driven CTAs, and personalized monthly newsletters while preserving a clear path to human help. Customers are routed into engaged or monitored lists based on interactions; at‑risk accounts trigger Salesforce notifications and automatic Success Plans, making outreach proactive and reducing churn while improving retention and operational efficiency.

Dell Boomi

William Davis

Success Assurance Director