Case Study: RingCentral achieves 95% customer touch rate and boosts retention with Gainsight

Gainsight helps RingCentral strengthen customer relationships and increase retention

RingCentral, a cloud communications company supporting 360,000 customers (about 800,000 active Salesforce objects), needed to move from a reactive, manual post-sales model to a standardized, proactive customer-success approach. The scale and heavy Salesforce customization—managed by roughly 260 account managers and 13 CSMs—meant many accounts went untended, putting renewals, upsell, and adoption at risk.

RingCentral implemented Gainsight—creating a Health Score from support, usage, NPS and order data and rolling out CTAs, Playbooks, dashboards and click-to-call in Customer360. With ~70% license adoption, the program achieved a 100% touch rate (95% touched every 60 days), boosted NPS/CSAT and bookings, shortened ramp time for new hires, and reduced churn through consistent, proactive engagement.

RingCentral

Tim Wilbourn

Director of Customer Retention and Strategy