Case Study: Sendcloud achieves scalable Customer Success and reduced churn with Gainsight

Gainsight Helps Sendcloud Efficiently Scale Customer Success and Reduce Churn

Sendcloud, Europe’s #1 shipping automation platform, needed to make shipping easy for online retailers but its Customer Success operations were hampered by a CRM that lacked health scores, NPS, and a centralized customer profile. CSMs spent time manually assembling data from disparate sources, creating inefficiencies and limiting scalability.

In one quarter Sendcloud implemented Gainsight to aggregate customer data and integrate with Zendesk and Jira, using dashboards, scorecards, playbooks, CTAs and automation to surface health signals like NPS, CSAT and usage. The platform delivered 100% customer visibility, saved roughly 10 hours per week per CSM, enabled proactive outreach, reduced churn and improved retention, and set the team up to expand journeys further.

Sendcloud

Eduardo Amorim

Global Head of Customer Success