Case Study: athenahealth achieves a 25-point NPS improvement and a 3% retention increase with Gainsight

Drives a 25-Point NPS Improvement and Increases Customer Retention by 3%

athenahealth is a healthcare IT company that provides cloud-based EHRs and services to more than 160,000 providers and about 5,300 employees, using an outcomes-based pricing model. Facing declining Net Promoter Scores (NPS) and rising customer attrition amid a shift from account management to a Customer Success model, athenahealth reorganized its CSM teams by service tier and sought a platform to enable proactive, evidence-based customer interventions.

By implementing Gainsight across 300+ CSMs, athenahealth built data-driven health scores, Calls to Action, playbooks and automated journeys that shifted teams from reactive to proactive engagement. The initiative delivered a 25-point improvement in NPS, a 3-percentage-point lift in retention, and helped recover roughly 15% of targeted at-risk revenue by enabling timely, performance-focused interventions.

athenahealth

Laura Salonga

Senior Product Manager