Case Study: Hootsuite boosts onboarding graduation from 76% to 83% with Gainsight

Hootsuite lifts onboarding graduation from 76% to 83% with Gainsight

Hootsuite, a social media management platform, faced inconsistent and ad hoc customer onboarding. The process lacked a shared definition of success and only reached some customers, creating a challenge for driving long-term retention. Brittney Pelfrey, Senior Director of Customer Experience & Strategy, sought to strengthen this critical phase using Gainsight software.

The solution involved using Gainsight's Journey Orchestrator to rebuild the onboarding journey around a data-backed "healthy product usage" habit. The digital journey automatically adapts to customer behavior, triggering human outreach only when customers fall behind. This approach, implemented by Gainsight, lifted the 90-day onboarding graduation rate from 76% to 83% within six weeks, establishing onboarding as a key lever for customer retention.

Hootsuite