Automox, a company that transforms the world of IT operations by keeping every endpoint automatically configured, patched and secure, wanted a more efficient way for Customer Success Managers (CSMs) to get visibility into customer health.
nCloud Integrators assisted Automox in implementing Gainsight’s leading Customer Success Management platform, with a focus on ease of use for the company’s CSMs.
“Everything was very manual, and we were trying to use Salesforce as a CSM tool, so we couldn’t get the insight we needed on each customer,” states Katie Bleichman, Customer Experience Operations Manager with Automox. “CSMs were pulling information from five different places and the day-to-day workflow was not standard. Everyone managed their customers in a different way.”
nCloud was able to help Automox quickly roll out a solution with Gainsight that provided customer visibility and enabled CSMs to offer consistent, proactive outreach to customers.
“The implementation method nCloud used was very deliberate and the order of the rollout just made sense,” continues Bleichman. “Throughout the process we learned best practices, as well as how to execute scenarios related to our specific needs.”
Automox is fine-turning all of the new Customer Success Management processes they currently have in place by using nCloud’s Expert Services team. “Every week we work on improvements such as ways to store historical data, more efficient ways to pull data into the system or new ways to filter data so it runs more smoothly,” states Bleichman.
The company is also working with nCloud to build out a more comprehensive customer health scorecard strategy. “We have one health score measure running today that has helped us be more proactive with customers, so additional measures will just build on this success,” says Bleichman.
Internal feedback from the new system has been extremely positive. Bleichman continues, “It has been a game changer having one place to access customer information, and CSMs can view this information in various ways to help them do their jobs better.”
About nCloud Integrators
nCloud Integrators can help you define what customer success means for your business. Every year, nCloud’s team of experts assists hundreds of customers in building or improving their customer journeys through executive-level strategic services and technical implementation expertise. For details on nCloud’s services and decades of software industry services experience, visit www.nCloudIntegrators.com.