Case Study: Ellucian achieves faster, more connected customer success with Gainsight

Ellucian saves 1 hour per success plan with Gainsight

Ellucian, a leading higher education technology solutions provider, faced challenges in gaining a unified view of its large, global customer base. With customer insights fragmented across various systems, it was difficult to consistently identify churn risk and align teams. Ellucian partnered with Gainsight to implement Gainsight CS, seeking to bring structure and visibility to its customer success processes.

By implementing Gainsight CS and later integrating Staircase AI, Gainsight provided a centralized system for structured data and unstructured communication insights. This solution improved risk visibility, enabled earlier signal detection, and created portfolio-wide insights. The measurable impact included saving one hour of preparation time for each success plan created across their 2,800+ customer base, leading to significant operational efficiencies for Ellucian.

Ellucian