nCloud Integrators Helps FloQast Gain Holistic View of Customers
Updated: Apr 5, 2022
FloQast, the leading provider of accounting workflow automation created by accountants for accountants, worked with nCloud integrators to quickly implement Gainsight to enable efficiency, visibility, and communication across the organization.
FloQast is experiencing rapid growth and needs real-time customer information shared across multiple teams. “Our Customer Success Managers (CSMs), Accounting Technology Consultants (ATCs), Product Support Reps, and Account Managers (AMs) all need visibility into our customer information to make them more efficient and proactive,” states Shannon McAuliffe, Customer Success Operations Manager with FloQast.
FloQast also wanted to get a more accurate read on account health by bringing information from various systems together, which would help manage account risks and opportunities. “nCloud assisted us in building out a more mature method of tracking customer health,” continues McAuliffe. “We were able to bring a number of various measures into Gainsight in a way that allowed the CSMs to have a holistic view of the customer. They are now able to dig deeper into the customer’s information and see exactly what is behind each score and take more pointed action.”
nCloud’s Accelerate Methodology of implementing Gainsight offered FloQast a structured, efficient way to go live with the application within 10 weeks. “We knew we had a tight deadline and that we wanted to implement a few crucial items out of the gate. nCloud was able to keep us on track and also accommodated some changes so we could send out a customer survey before year-end,” states McAuliffe.
nCloud’s implementation process provided FloQast with a series of workshops, resources such as advanced courses and labs, and one-on-one sessions to answer questions every step of the way.
Since implementing Gainsight, the feedback from our customer-facing teams has been very positive. “We now have better documentation of customer interactions and having all of our customer information in addition to the health scores in one place has saved our customer success teams so much time,” states McAuliffe.
FloQast is now working with nCloud’s Expert Services team on additional automation and improvements. “We are going to work on refining our health scores for different customer segments, build out more automation with Journey Orchestrator, and explore ways to further engage with customers directly in-app,” states McAuliffe.
McAuliffe continues, “nCloud’s implementation process allowed us to know what to plan for at each step, and also provided us with a level of support and attention that enabled us to do things on our own but also helped us troubleshoot when we needed to get something done quickly.”
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