Case Study: RD Station improves adoption and CSM efficiency with Gainsight

RD Station Improves Adoption Metrics Among 85% of Customers and Increases CSM Account Ratios With Gainsight

RD Station, a customer success and digital growth company, faced the challenge of balancing rapid growth with high-quality customer experiences while improving retention, adoption, and expansion. To address this, RD Station engaged Gainsight and used its customer success platform, including CTAs, Timeline, and Journey Orchestrator, to better organize CSM workflows, manage churn risk, and support upsell and cross-sell opportunities.

With Gainsight, RD Station built a Customer Happiness Index to predict churn, integrated it with CTAs, and streamlined communication and scheduling to scale personalized engagement. The result was stronger CSM efficiency, improved acquisition, adoption, retention, and expansion, and measurable adoption gains among 85% of customers, along with higher CSM account ratios and better financial outcomes.

RD Station

Renato Vieira

Head of Customer Experience