Case Study: TigerConnect achieves 8.25% efficiency gain and saves 3.3 hours per CSM per week with Gainsight CoPilot

TigerText increases efficiency by 8.25% using Gainsight CoPilot to save 3.3 hours per CSM per week

TigerText, a Santa Monica–based secure messaging platform for healthcare, was growing fast but its Customer Success team couldn’t scale. CSMs were spending hours each week manually compiling Excel scorecards and sending one-to-one emails, leaving them without a true 360-degree view of accounts or the capacity to engage hundreds of low-touch users.

By implementing Gainsight’s Customer360, Health Scorecards and CoPilot, TigerText centralized data, automated personalized one-to-many outreach, and embedded best practices into workflows. The change saved about 3.3 hours per CSM per week (an 8.25% efficiency gain), drove higher Weekly Active Users and messaging volume, produced ~26% average open rates on campaigns, and freed CSMs to focus on strategic, high-impact customer work.

TigerConnect

Julia Perry

Director of Customer Success