Case Study: Pipedrive cuts 8,000 hours of manual work with Gainsight

Pipedrive cuts 8,000 hours of manual work with Gainsight

Pipedrive, a technology company with a lean customer success team, was struggling with an overly complex Gainsight instance that created excessive busy work. The tool's complexity, including over 250 object fields and 40 call-to-action types, was burdening CSMs and taking time away from valuable customer interactions that drive revenue for their high-value accounts.

By simplifying its Gainsight model, including reducing technical debt by 60-70% and streamlining workflows, Pipedrive eliminated 8,000 hours of manual work. This refocused the team on customers, contributing to an increase in net revenue retention. The vendor, Gainsight, also helped Pipedrive move its NPS surveys in-app using Gainsight PX, which boosted response rates from 1-2% to 9.6%.

Pipedrive