Case Study: Imprivata achieves $15M in add-on pipeline with Gainsight

Imprivata Captures $15M of Addon Pipeline with Gainsight

Imprivata, a Lexington, MA–based provider of secure access, patient identification, and medical-record tools for healthcare organizations, needed to streamline post-implementation customer journeys across multiple on‑premise and SaaS products. To drive renewals, expand accounts, and create advocates, the company built a Customer Success function and sought a proactive, product-level approach to strategic planning and risk management.

Using Gainsight’s Relationships, product Success Plans, Cockpit, Scorecards, Timeline and automated tech-touch, Imprivata operationalized product-specific customer journeys and automated risk/adoption monitoring. The program generated over $15M in add-on pipeline in one year, lifted North American NPS by 19 points (to 43), and sustained a 98% revenue retention rate.

Imprivata

Tony Lenox

VP Worldwide Customer Success & Support