Case Study: Software AG achieves a 35-point NPS lift and 10% increase in user activation with Gainsight

Software AG Launches Digital Customer Success with Gainsight’s Customer Success and Product Experience Solutions

TrendMiner, a Software AG company and industrial analytics provider, needed to scale customer success after shifting to a subscription SaaS model. They faced a dual challenge: drive value and retention for decision-making customers while also onboarding and activating a broader set of individual end users, but their existing tools lacked in-app engagement capabilities and complete adoption data to support those distinct journeys.

Using Gainsight CS and PX, TrendMiner mapped and operationalized separate customer and user journeys with playbooks, Journey Orchestrator emails, and in‑app engagements, feeding product adoption data into health scores. The digital-led onboarding and automated touchpoints boosted engagement and satisfaction: NPS rose by 35 points, NPS survey responses increased 5x, initial user activation improved by 10%, and webinar registrations tripled.

Software AG

Jef Vanlaer

Customer Success Operations Manager