Case Study: Harri achieves greater efficiency and customer adoption with Gainsight

How the Combination of CS, PX and CE Is Empowering Harri’s Teams and Customers

Harri, a rapidly growing customer success organization, needed to consolidate a sprawling set of tools and better manage customer outcomes, feedback, and training across its teams. The company wanted a single place for customer success work rather than “six different tools across the customer success function,” and it needed support for product adoption, NPS follow-up, and scalable customer education.

Gainsight implemented a unified approach using Gainsight CS, PX, and CE. Harri now runs in-app NPS surveys, automates follow-up workflows, tracks outcomes in real time, and uses learning paths tailored to customer needs. The results included improved efficiency, increased adoption, stronger user engagement, and measurable time savings of about five-plus hours per week for the team; Gainsight CS text analytics also showed interview scheduling users had 15% higher NPS scores.

Harri

Dan Maimone

Head of Customer Success and Global Director of Customer Success Operations