Case Study: MYOB achieves centralized internal customer support and streamlined cross-team collaboration with Gainsight

MYOB Leverages Gainsight to Fuel Cross-Functional Collaboration

MYOB, a long-standing business management platform serving small and medium enterprises across Australia and New Zealand, needed a unified way to handle customer-related requests that were arriving ad hoc to Customer Success Managers from Sales, Accounts and other teams. These unstructured emails and direct messages made it hard to track, prioritize and resolve customer issues consistently.

MYOB built an internal, anonymous survey in Gainsight—with branching logic and required Client ID fields—and used Data Designer, Report Builder and Dashboards to merge submissions with customer data and monitor volume, status and age of queries. The centralized process reduced noisy emails, improved visibility and cross-functional alignment, sped up segmentation and response, and strengthened customer success efforts that support retention and lifetime value.

MYOB

Liam Nicholls

Customer Success Operations Leader