How nCloud Integrators Helped Tempo Convert Complex Data into Boardroom Insights

Tempo, a leader in project, program, and portfolio management solutions, was looking to

elevate its Customer Success operations with deeper customer visibility, more sophisticated

data management, and a scalable approach to customer engagement.

With more than 30,000 customer accounts and hundreds of thousands of users worldwide,

Tempo required a solution capable of transforming complex customer data into actionable

insights while enabling meaningful engagement at scale. Just as important, the company

wanted to equip leadership with the visibility needed to proactively manage customer health, risk, and growth opportunities.

To achieve these goals, Tempo partnered with nCloud Integrators to implement Gainsight and build a scalable foundation for Customer Success excellence.

Key Challenges

Tempo operates within a highly complex data environment and manages large volumes of

customer, product, and usage data across multiple systems and objects. Tempo selected Gainsight as its CS platform.

"We needed a sophisticated customer success platform that could support advanced rules, cross-object reporting, and the ability to communicate with customers at scale," states Tyler McNally, Chief Customer Officer at Tempo. "Other solutions couldn't handle the complexity of our environment."

For Tempo, success meant more than implementing software. It meant creating a scalable operating model that could help the Customer Success team engage customers more effectively and give leadership greater confidence in key customer metrics.

More Than a Standard Implementation

Tempo wasn't looking for a standard implementation. The company had experienced Gainsight administrators and a clear understanding of what success should look like. What they needed was a partner willing to adapt the implementation approach to their unique requirements. According to Tyler, nCloud Integrators’ flexibility stood out immediately.

“nCloud created a custom engagement model that matched our needs,” states Tyler. “They figured out what work our team could own and where they could add the most value.”

Rather than forcing a predefined methodology, nCloud collaborated closely with Tempo to

design a solution around business outcomes – and solving for the realities of Tempo’s

environment.

Turning Complex Data into Boardroom Insights

Tempo's ecosystem included support tickets, customer service workflows, and internal

operational requests—all managed across different Jira instances and issue types. The challenge wasn't simply connecting Jira to Gainsight. It was creating a configuration that could accurately represent customer activity across multiple systems.

According to Tyler, nCloud Integrators consistently approached these challenges with a solution-first mindset. "There was never a question about capability. Instead of saying, 'I'm not sure,' the conversation was always, 'There are a few ways we could solve this—let's determine the best one.'"

When technical questions required deeper product input, nCloud worked directly with Gainsight to find the right path forward. "It felt like there was no daylight between nCloud and Gainsight. They were relentless about finding answers."

nCloud Integrators helped Tempo implement Gainsight in a way that supported both immediate needs and long-term Customer Success maturity.

The Impact

Tempo and nCloud took a phased approach to implementation, focusing first on the capabilities that would allow Customer Success Managers to begin using Gainsight quickly. This approach helped Tempo accelerate adoption while continuing to refine and expand the platform after go-live.

With Gainsight implemented, Tempo gained new visibility into customer engagement, account risk, and customer value. One of the most important outcomes was the ability to measure meaningful customer engagement across its customer base. Tempo can now track how many customers have had direct interaction with a Customer Success Manager over a defined period and report that progress at the executive and board level.

“We can now say what percentage of our 30,000 customers have spoken with a CSM in the last 90 days,” McNally said. “That number is now part of our board reporting.”

Tempo also established a more formal risk management process, giving the Customer Success team earlier visibility into accounts that may need attention. In addition, Tempo created a value realization process that captures customer value statements directly in Gainsight. These insights can now be used across Customer Success, Sales, and Marketing to support renewals, expansion conversations, customer advocacy, and executive reporting.

Building Trust Through Execution

One of the strongest indicators of success was the level of trust nCloud built with Tempo’s

leadership team. Tyler initially expected to stay closely involved in implementation meetings. But after the first few weeks, he felt confident stepping back.

“nCloud quickly gained our trust,” states Tyler. “They understood our objectives, communicated proactively, and consistently found solutions to complex challenges. I always knew where things stood, but I didn’t need to be involved in every decision.”

With confidence in both the team and the process, Tempo was able to focus on its broader Customer Success strategy while nCloud delivered a successful implementation.

Conclusion

By partnering with nCloud Integrators, Tempo implemented Gainsight in a way that matched the complexity, scale, and ambition of its Customer Success organization. The result is a stronger foundation for customer engagement, risk management, value realization, and executive reporting — all designed to support a customer base of more than 30,000 accounts.

For organizations looking to scale Customer Success operations, Tempo’s experience shows the value of pairing the right platform with a partner that understands how to translate business goals into practical, scalable solutions.

About nCloud Integrators

nCloud Integrators is the leading implementation partner for Gainsight, helping organizations turn Customer Success into a competitive advantage. Having partnered with more than 600 Gainsight customers, we provide expert implementation, optimization, and strategic advisory services that accelerate time-to-value, increase platform adoption, improve customer outcomes, and enable teams to scale with confidence. Our track record includes hundreds of successful projects and countless Customer Success stories.