Matillion, the leading enterprise cloud data integration platform, wanted to create standardization and predictability within its Customer Success organization as well as develop a best-in-case data-driven approach to customer interactions.
“Our Customer Success Managers (CSMs) needed a holistic view of the customer that included data about interactions with sales, marketing and support to track engagement and product consumption because that impacts the action we need to take,” states Sam Trachtenberg, Vice President of Customer Operations with Matillion. The company invested in Gainsight’s leading customer success and product experience platform and approached nCloud Integrators to assist with implementation.
nCloud Integrators, a leader in customer success strategy and Gainsight implementation and administrative services, had a structured methodology that allowed Matillion to go live with Gainsight in eight weeks. “From day one, we had a week-by-week breakdown of milestones, workshops and what we needed to accomplish for a successful go-live,” states Trachtenberg.
Matillion appreciated nCloud’s well-defined scope, and the assigned consultant’s ability to hit deadlines, communicate and document the processes. “nCloud’s consultant helped us define what our success would look like and kept us on track,” continuesTrachtenberg. “We have many senior people on this project, and I felt like each meeting and interaction was a very efficient use of our time.”
Matillion was able to quickly show value for the money that was invested in the project. “What we were going to accomplish was clearly spelled out in nCloud’s contracts and kickoff meetings, and we accomplished what we set out to do within the 8-week timeframe,” states Trachtenberg.
By gaining project credibility, the company is willing to invest more resources into expanding the scope. Matillion is continuing the relationship with nCloud’s Expert Services team to automate a digital touch strategy. “Even if a customer doesn’t have an assigned CSM, we want to be able to communicate with that customer on a regular basis, and engage them with webinars, free training tools and information about product updates,” continues Trachtenberg.
nCloud will also work with Matillion on customer journey mapping, so the company will be able to track the logical pace of a customer at different stages with Matillion and then create touch points within Gainsight to help engage with that customer on a more intimate level.
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.