Case Study: Software & Advisory Services Provider achieves 10% higher CSAT and 20% net retention growth with Gainsight

Software & Advisory Services Provider - Customer Case Study

A subsidiary of a large American conglomerate, this Software & Advisory Services Provider delivers edge-to-cloud software, field service management, cybersecurity, and industrial machine learning solutions. After customers called out that the company’s legacy Buying–Delivering–Supporting journey felt like “your journey, not ours,” questioned product usage, and doubted whether the vendor cared about their success, leadership set out to redesign the customer experience.

Using Gainsight’s Elements framework and tools (scorecards, Success Plans, workflow engine, reports and dashboards), the company established stakeholder-aligned governance, account health monitoring, adoption enablement, and simplified success planning tied to retention, expansion, adoption and outcomes. The new Blueprinting→Implementing→Realizing→Growing journey drove a 33% reduction in accounts in Red, a 10% increase in CSAT, and a 20% lift in net retention.