Case Study: Demandforce achieves scalable one-to-many engagement and improved adoption and retention with Gainsight

Demandforce scales its one-tomany touch to 30,000+ customers using Gainsight

Demandforce, a San Francisco–based provider of cloud marketing and communications software for more than 30,000 mostly local businesses, faced a scaling challenge: its Customer Success team couldn’t provide one‑to‑one onboarding and proactive outreach at scale, causing dips in retention. With tens of thousands of low-touch, low‑MRR clients, the company needed a way to prioritize who to engage and automate personalized outreach so CSMs could focus on at‑risk accounts.

Demandforce implemented Gainsight’s CoPilot, Customer360 and CTA workflows to automate one‑to‑many communications that feel personal and to flag at‑risk customers for human follow‑up. The platform enabled fast feature rollouts (e.g., 200 customers turned on a voice feature in a week; an Email Finder campaign reached 8,000 accounts with 395 activations and $6,500 revenue) and regular NPS-driven CTAs, leading to higher product adoption, improved customer perception of attention, and measurable gains in retention and net retention rate.

Demandforce

Lauren Denault

Head of Customer Success