Case Study: Lifesize achieves rapid value and scalable Customer Obsession with Gainsight

Lifesize Increases Efficiency and Sees Immediate Results after Quick Implementation of Gainsight

Lifesize, a provider of cloud-based HD video conferencing and collaboration solutions, built a Customer Success “Dream Team” to guide customers from purchase to adoption. During its shift from on-premise hardware to a cloud model and rapid customer growth (2,500+ accounts), the team relied on spreadsheets and Salesforce cases, which proved inefficient and made it hard to scale Lifesize’s core value of Customer Obsession.

Lifesize implemented Gainsight (a Force.com app) with a fast Success Express rollout, consolidating product usage, survey, and ticketing data into a single platform. Playbooks, CTAs, and a Cockpit dashboard gave CSAs prioritized, automated workflows; the quick implementation and high adoption delivered immediate value — more efficient, proactive customer engagements, easier management of portfolios, and better ability to scale retention and customer success.

Lifesize

Amy Downs

Chief Customer Success and Happiness Officer