Case Study: Infobip achieves 8% increase in feature adoption and deeper product usage insights with Gainsight PX

Infobip Gains New Insights into Product Usage and Drives 8% Increase in Feature Adoption With Gainsight

Infobip, a global CPaaS and omnichannel engagement provider with 1,700+ employees, was struggling to maintain customer‑centric product development as it scaled. Multiple analytics tools and separately managed products left the team unable to see cross‑product usage patterns or which features delivered the most value, hampering efforts to advise customers and prioritize product work.

After evaluating nearly 15 vendors, Infobip implemented Gainsight PX as a single solution for analytics and in‑app engagement, integrating it with Slack for real‑time insights. Using NPS/CES surveys and targeted in‑app dialogs to guide customers toward automation, the team saw an 8% increase in targeted users adopting the automation feature in two months and gained clearer visibility to prioritize features and drive more customer‑centric product decisions.

Infobip

Igor Kranjcec

Product Marketing Manager