Case Study: Experity achieves digital scale and faster, more accurate customer health reporting with Gainsight

How Experity Automated and Optimized Their CS Process

Experity, a leading U.S. provider of SaaS software and services for on-demand urgent care (used by nearly half of U.S. urgent care clinics and ~6,000 facilities), needed to scale its Customer Success operations. The team sought to automate outreach, centralize customer data, and give Customer Success Managers more accurate, actionable insights as the business grew.

Experity implemented Gainsight CS and engaged a Technical Account Manager to fast-track adoption, using Journey Orchestrator to automate segmented customer engagements and centralize activity tracking. The result: faster, more accurate customer-health reporting and dashboards, improved visibility across CSMs and leadership, proactive outreach capabilities, and reduced manual work—enabling quicker, more strategic customer conversations and ongoing plans to expand automation and NPS programs.

Experity

Brandy Lemire

Gainsight Administrator