Case Study: Templafy achieves scalable customer success and a single source of truth with Gainsight

Gainsight Equips Templafy and its Partners to Deliver an Outstanding Customer Experience Across the Lifecycle

Templafy, a Copenhagen‑founded leader in document automation, has rapidly grown to serve major enterprises worldwide and relies on a Customer Success team to help clients adopt its platform. Because implementations and content creation are handled by external partners and many internal teams touch accounts (pre‑sales, BD, account execs), Templafy needed a single source of truth to centralize customer data, workflows, and handoffs so CSMs could focus on advisory work and scale effectively.

Templafy selected Gainsight for its native Salesforce integration, robust data stitching, and guided onboarding; the implementation helped the team configure Timeline, Customer Success 360 views, and lifecycle CTAs. The result: clearer visibility, faster automation, easier partner collaboration (including shared dashboards without licenses), and a more efficient, scalable Customer Success function that already manages hundreds of customers and is poised to drive broader adoption across the business.

Templafy

Monika Juskaite

Head of Customer Success Team