Case Study: Multinational Software & IT Business Service Provider achieves proactive risk escalation and improved account health with Gainsight

Multinational Software & IT Business Service Provider - Customer Case Study

A global pure‑play software and IT company needed a reliable way to monitor customer health and surface high‑priority risks to executives weekly. Lacking a standardized flagging or escalation mechanism, the business struggled to combine objective data and qualitative team input or trigger cross‑functional workflows to address at‑risk accounts before they escalated.

Using Gainsight, the company built a “Code Red” risk‑escalation process: automated CTAs from support cases, product defects and enhancement signals; CSM playbooks to drive investigations and escalations; and customer Scorecards feeding an Executive Scorecard Dashboard. The centralized view and workflows gave executives and CSMs timely visibility into red/yellow/green accounts, enabled proactive cross‑team resolution, improved account health and retention, and saved time by consolidating updates in one place.