Case Study: Mission Cloud Services achieves a 40‑point NPS lift and centralized customer data with Gainsight

Mission Cloud Services - Customer Case Study

Mission Cloud, an AWS Premier cloud managed services provider, grew rapidly after a three-way merger and found its Customer Success team overwhelmed by fragmented customer data across ERP, ConnectWise, spreadsheets and Salesforce. CSMs spent too much time stitching together information, and the company needed a single source of truth and a standardized, more efficient way to manage customer health and scorecards.

Mission implemented Gainsight for a customizable, no‑IT setup that consolidated customer data and embedded scorecards into workflows. Using tools like Sally the Slack bot, Company Intelligence, People Maps and Success Plans, Mission streamlined CSM prep, improved data capture and scaled the team intelligently—driving higher-quality customer conversations and a 40‑point increase in NPS.

Mission Cloud Services

JP Pagluica

Director of Customer Success