Case Study: Logicalis achieves $1M in managed services opportunities per account with Gainsight

Equipped with Gainsight, Logicalis Customer Success Generates $1 Million In Managed Services Opportunities Per Account It Touches

Logicalis, a global IT solutions and managed services provider, shifted from hardware implementations to a services-led model and built a Customer Success practice to deepen relationships and drive new revenue. The Latin America team trained CSMs on a Business Value framework but struggled to scale account coverage and surface white‑space opportunities because its initial tools forced manual tracking and made it hard to manage interactions across regions and CRMs.

Logicalis implemented Gainsight NXT as a scalable, multi‑CRM customer success hub, designing workflows, CTAs, automated tickets, timelines and an eight‑criteria health score to track adoption and opportunity signals. The result: the CSM program now generates on average $1 million in managed services opportunities per account touched, has driven partner awards for adoption and solution excellence, and—while currently engaging 40 of 600 customers—has clear capacity to generate millions more as the program scales globally.

Logicalis

Carlos Alves

Services Manager