Case Study: GoTo achieves personalized customer success at scale with Gainsight

GoTo Deploys Pooled CSM Model to Deliver Personalized Customer Success at Scale

GoTo, a customer success-focused software company, wanted to scale personalized support while making its CSM team more proactive and less reactive. Using Gainsight CS, including its automated Round Robin tool, GoTo set out to deliver a pooled CSM model that could blend digital and human engagement for a more personalized customer journey.

Gainsight implemented health-score-based CTAs and Journey Orchestrator to automate outreach, including quarterly newsletters sent directly from CSMs to customers. GoTo sent about 8,000 newsletters in one batch and another 8,000 the next week, while Gainsight’s Salesforce integration helped support the new operating model and improve efficiency at scale.

GoTo

Christopher Willhite

Senior Manager, Customer Care and Success Operations