Case Study: Omnicell achieves stronger customer health and more on-time renewals with Gainsight

With Gainsight Support, Omnicell Aligns Around Customer Health and Drives Outcomes

Omnicell partnered with Gainsight to improve efficiency and reduce friction across the customer journey. Using Gainsight CS, Customer 360, Relationship 360, and support for digital engagement, Omnicell set out to gain better visibility into customer health, renewals, and customer sentiment while scaling its customer success efforts.

With Gainsight, Omnicell revamped health scoring, built renewal dashboards, and launched real-time NPS and automated digital CS programs through Journey Orchestrator. The result was stronger company-wide alignment around customer health, more on-time renewals, the highest NPS response rate in company history, and better targeted communications at scale.

Omnicell

Brenda Barry

Vice President, Customer Success