Case Study: ReviewPro increases customer engagement and reduces churn with Gainsight CS & PX

ReviewPro - Customer Case Study

ReviewPro, a Shiji Group brand based in Barcelona, provides guest intelligence and reputation solutions to more than 60,000 hotels in 150 countries. Faced with high attrition among smaller, independent properties and the need to balance high-touch support for large accounts with scalable care for the long tail, the company needed a standardized, proactive Customer Success approach that wouldn’t overburden its team.

ReviewPro implemented Gainsight CS and PX to automate health scoring, success plans, product-led onboarding, targeted “Product Spotlight” outreach, in-app tooltips and a Knowledge Center Bot, while logging touchpoints to trigger sales follow-up. The new low-touch, high-tech strategy dramatically increased engagement and insights—NPS responses jumped from ~150 to ~6,000 per quarter, the KC Bot generates ~150 support cases/month, training attendance and upsell opportunities rose, and churn among smaller accounts declined.

ReviewPro

Neil James

Chief Operating Officer