Limeade, an immersive employee well-being company with industry-leading software, approached nCloud Integrators to help roll out Gainsight’s customer success platform to increase retention rates and drive expansion with an understanding that the internal adoption process was critical.
“We knew the key to a successful implementation was to ensure that our Customer Success Managers (CSMs) understood and saw the value in the new solution,” states Alexander Medeiros, Head of Enablement with Limeade. “nCloud helped us put together a knowledgeable pilot team of advocates, which allowed us to create internal fans and users who could assist with a smooth adoption of Gainsight by our entire team.”
nCloud also encouraged Limeade team members to take advantage of Gainsight training courses to understand the basics before the implementation process even started and helped to answer difficult questions along the way. “Our nCloud consultant assisted us in quickly rolling out Gainsight and also took the time to help us understand the WHY behind each step,” states Medeiros
nCloud’s methodology helps customers go live with Gainsight in eight weeks. “nCloud consultants do an incredible job of putting project plans together, making sure things are on track and summarizing each meeting with what was covered and action items,'' continues Medeiros.
Limeade also wanted to have a good Health Score in place and made the decision to only start with one measure, CSM sentiment, before adding new variables. “We started simple because we needed everyone to fully understand the concept of how these scores would impact the day-to-day processes so we could slowly build upon it,” states Medeiros. “We took the same approach with Playbooks and CTAs.”
Medeiros also worked with nCloud during an engagement at another organization. “In my previous role, we hired nCloud for Technical Account Management (TAM) services because the people who initially implemented Gainsight left. nCloud assisted us with gaps in the day-to-day operations, and also did a tremendous job of educating our team,” adds Medeiros. “Having two positive experiences with nCloud says a lot about this company and its people and processes.”
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.