BIM One Customer Case Study
“Gainsight is such a big platform that you can get lost in the functionality. nCloud’s team kept me focused and guided me to start with the most important aspects and then build out from that point. Because of this, we were able to start quickly with Gainsight in an efficient way."
OVERVIEW
BIM One offers strategic, operational, and technical consulting services in the AECO industry. The company also provides BIM Track®, which is a collaboration platform that empowers teams with better coordination workflows and a central hub for all coordination information from design to construction.
nCloud Integrators assisted BIM One with their Gainsight implementation, and the company was able to go live with Gainsight’s industry-leading customer success platform in eight weeks. Vicky Tremblay, Customer Experience Director with BIM One, discusses this process and provides guidance for others looking to go down this path.
THE CONTEXT
BIM One is a quickly growing company that went from being a start-up two years ago to having more than 100 employees today. The company was using a Customer Success (CS) tool from a company that went bankrupt, so the CS team lost the way they had to track and manage customer interactions.
BIM One needed to find a new CS solution to measure customer performance in a way that could scale with their rapid growth. nCloud Integrators helped BIM One go-live with Gainsight’s Essentials Plus platform in eight weeks. The company now has a solution that can track key customer metrics to help improve retention rates and that can automate key processes to enable the CS team to be more efficient.
Vicky Tremblay, Customer Experience Director with BIM One, discusses the implementation process. “nCloud Integrators advised us to be specific with the scope and focus on the most important features to have in place for our go-live. Because of this, we were able to stay on schedule and ensure the system worked correctly for our customer-facing teams. Now that it is up and running with some key functionality, we can continue to improve and build out new features based on user feedback.”
KEY CHALLENGES
BIM One’s data structure is different from many other companies. Because of this, the company needed a way to make data-driven decisions by understanding how their customers were using their solutions. The answer was Gainsight PX.
In addition, accurately tracking customer health is vital for BIM One. If customers show a low utilization metric in the health scorecard, CSMs and account managers need to quickly step in and assist with technical information and training.
THE SOLUTION
nCloud’s Accelerate Program for Gainsight Essentials took BIM One step-by-step through the process. Vicky Tremblay, Customer Experience Director with BIM One, states, “Gainsight is such a big platform that you can get lost in the functionality. nCloud’s team kept me focused and guided me to start with the most important aspects and then build out from that point. Because of this, we were able to start quickly with Gainsight in an efficient way."
A year ago, BIM One had six CSMs. Today, the company has three CSMs handling the same work and more efficiently and effectively supporting the customer base. The C360 View Dashboard also enables multiple teams to access customer information so collaborative work is seamless and all customer information is quickly available when needed.
Vicky discusses the automation of key processes, ”During our implementation with nCloud Integrators, we put five Calls to Action (CTAs) into place to assist with our onboarding process, to track license utilization and to keep tabs on health scores. Our next step around automation is to work with nCloud’s Expert Services team to build Success Plans and reports to track metrics around the onboarding process.”