Annex Cloud Case Study
“I don’t think our Gainsight implementation would have happened without nCloud Integrators. We tried to implement Gainsight six or seven years ago on our own and spent a significant amount of time trying to get it up and running. This didn’t happen so we stepped away from it and went our own way. With nCloud Integrators’ help, we were able to “go live” in six weeks."
Annex Cloud is a global, enterprise technology solutions provider of advanced customer loyalty management solutions and experiential customer retention software.
Jake Madrigal, Head of Customer Success at Annex Cloud, discusses working with nCloud Integrators for the company’s Gainsight Essentials Plus implementation and how having a comprehensive view of each customer as well as the ability to easily pull aggregate customer trend reports has saved the company a significant amount of time.
CONTEXT
“I don’t think our Gainsight implementation would have happened without nCloud Integrators. We tried to implement Gainsight six or seven years ago on our own and spent a significant amount of time trying to get it up and running. This didn’t happen so we stepped away from it and went our own way. With nCloud Integrators’ help, we were able to “go live” in six weeks. Our experience with nCloud Integrators was an easy, seamless process, and we didn’t have any of the hiccups that we had before,” states Jake.
KEY CHALLENGES & SOLUTION
Annex Cloud had customer data in three different systems, Salesforce, Jira and a proprietary system, so the company’s first priority was to get all of this customer data into one location. Today, the company has a single view of the customer with all of the key metrics including customer analytics around engagement, health, and support interactions.
“After our Gainsight implementation with nCloud Integrators and the integration of all of this data, we have a holistic picture of our customer portfolio,” states Jake.
In addition, Annex Cloud now has a much better way to track customer health. In the past, CSMs added sentiment status updates based on customer interactions. Customer health metrics now include data points such as customer participation, last customer interaction date, participant redemption rates, and NPS scores. These items are weighted into the health score to give the company a better line of sight into risks, opportunities and overall customer health. This information can be viewed at the customer level or aggregated reports can be pulled to show trends and usage over time. Various dashboards allow different users to access this information in a way that is most relevant to their role.
“nCloud Integrators helped us build automated Calls-to-Action (CTAs) and a Success Plan. We have five or six CTAs built that help flag items for awareness including 90-day renewals, health score changes, or upsell conversions. This helps drive efficiency across the team and allows CSMs to focus on the right customers at the right times,” states Jake.
The new Success Plan is built to assist with client onboarding and helps CSMs know exactly what they should be looking for at each stage of the onboarding processes, which is about three or four months long. For example, if a customer is a month into the onboarding, phase one should be completed and agreed upon. If this step is not completed around this timeframe, then this is a red flag for the team.
THE RESULTS
“Having access to the integrated customer information has really saved us a significant amount of time. Before nCloud Integrators helped us implement Gainsight, if I wanted to look at 12 months of data for a specific customer, I would need to log into our reporting back-end systems, generate a report, wait for the report, pull additional client metrics to add to this report, and develop a combined excel spreadsheet. If I had 15 different customers, I would have to repeat this process 15 different times,” states Jake.
The company now has the ability to view customer information in one dashboard and can aggregate this data to analyze metrics across all of its customers or a specific subset, such as member participation rates in the loyalty programs.
“If each CSM wanted to pull a year’s worth of data for each of their customers once a week, it would probably take five to six hours per week to do all that work. Multiply this by the number of weeks in a year, and that is a big chunk on time we are saving. Instead, our CSMs can log in and go to their profile to look at this data for each of their customers in a single dashboard,” continues Jake.