Case Study: Large IT Management Platform Service Provider achieves 8X recurring revenue growth by saving at-risk partners with Gainsight

IT Management Platform Provider Calls Upon Gainsight to Establish a Solid Foundation for Driving Partner Success and Save At-Risk Partners to Grow Recurring Revenue By 8X

A provider of an IT management platform used by 6,000 Managed Service Providers (MSPs) needed a better way to manage partner relationships and prevent churn. Partner Success teams relied on multiple systems, Salesforce tasks and spreadsheets, making it hard to get consistent, timely insight into product usage, satisfaction and risk — limiting proactive engagement and threatening recurring revenue.

By standardizing the partner journey on Gainsight (health scorecards, CTAs, playbooks, success plans, Journey Orchestrator and automated surveys), the company automated risk detection and outreach, streamlined reporting, and tied NPS into partner health. In 2019 the scorecard flagged ~1,400 potential risks, half were proactively engaged, and the partners they saved grew recurring revenue on average 8X — while teams regained time previously spent on manual data work.