Case Study: Egnyte achieves streamlined Customer Success and reduced churn with Gong

Egnyte - Customer Case Study

Egnyte, a Mountain View content services and collaboration software company, needed to streamline its Customer Success operations to boost loyalty, improve retention, reduce churn, and increase revenue. To tackle this, Egnyte turned to Gong, bringing the Gong platform into its CSM workflow after seeing early success with the sales team.

Gong provided call and email archiving, alerts that surface leading churn indicators, and analytics that reveal upsell opportunities and the true voice of the customer. Using Gong, Egnyte’s CSMs became more efficient in post-review and cadence call follow-ups, were able to drill into what customers were actually saying, and improved their ability to prevent churn and identify expansion opportunities.

Egnyte

Tammy Baxter

Customer Success Manager