Case Study: Personio reduces support costs 10% and generates 2,000 leads with inSided by Gainsight

How Personio Created a Self-Service Customer Culture

Personio, a fast-growing cloud-based HR and recruiting software company, needed to scale customer support and enable customers to help one another as its user base expanded. Faced with rising service requests, the company sought a digital, self‑service approach to reduce support load, improve adoption, and create stronger customer connections.

Personio launched customer communities with inSided by Gainsight, building a German community of ~8K members and an international community of ~1.5K that together average 20K sessions per month. Peer-to-peer answers now resolve 40% of questions, the ideation module has captured 2K ideas (100 implemented or on the roadmap) and 18K votes, and community sessions have generated ~2K leads. The community has reduced support costs by 10% and members are half as likely to churn, while customer feedback now drives a large portion of the product roadmap.

Personio

Selina Hüttner

Senior Community Manager