Case Study: NAVEX achieves a 500% increase in NPS responses and saves the equivalent of 8 FTEs with Gainsight

NAVEX Increases NPS Responses 500% with Digital Customer Success Strategies Powered by Gainsight

NAVEX, a global leader in governance, risk, and compliance software serving 13,000+ customers, faced the challenge of scaling customer success and engagement across a diverse customer base. Low NPS response rates and limited visibility into outreach metrics made it difficult to deliver the right communications at the right time and to reliably measure customer health.

Using Gainsight CS, NAVEX implemented a Digital Customer Success model—leveraging Journey Orchestrator, a “Journey to Success” lifecycle program, revamped NPS surveys, and scaled success planning. The automation sent ~193,000 targeted emails in 2022, saved the equivalent of eight full-time employees, more than doubled NPS responses in one month and ultimately drove a 500% increase in NPS responses, higher product adoption, improved retention, and new expansion and advocacy opportunities.

NAVEX

Angie DeLaRosa

Associate Director of Customer Success Operations