Bonsai Case Study
“From day one, the implementation process was very well-organized, with the sessions scheduled up front, so we knew the cadence for our implementation and what topics would be covered every week. This helped our team prepare for upcoming implementation steps and decisions that needed to be made around these steps.”
Bonsai, a managed platform that enables superior search capabilities for modern connected software, purchased Gainsight to streamline its renewal process and help account managers identify expansion opportunities. nCloud Integrators assisted Bonsai with its Gainsight Essentials implementation.
Kendall Beckelhymer, Senior Enterprise Account Manager with Bonsai, discusses changes to the company’s renewal process and how customer account visibility has created alignment and streamlined interactions.
CONTEXT
Bonsai wanted to implement new procedures to identify risks early, manage the renewal process, track onboarding engagements, and develop a health scorecard with inputs from support and engagement metrics. Bonsai has unique customer account management needs, and because of this, had some “out of the box” implementation requests. nCloud Integrators worked with Bonsai on creative ways to implement Gainsight based on the company’s needs and business processes.
KEY CHALLENGES
Bonsai had no formal way to manage renewals and needed to streamline its account management process so AMs could effectively manage more accounts. The company also lacked visibility into customer metrics, such as support and consumption rates, that would enable AMs to discuss new thresholds and expansion opportunities with customers.
THE SOLUTION
“nCloud Integrators helped us put in place a very simple and effective workflow to manage renewals,” states Kendall Beckelhymer, Senior Enterprise Account Manager with Bonsai. ”Now, when a renewal closes, we track it in timeline, and then a rule loads this renewal date and other details into the customer record so it can be managed over time. A Playbook is then initiated based on this renewal date.”
Support metrics are vital to Bonsai because of its “99.9% uptime promise” that its solutions are working as guaranteed for its customers. nCloud Integrators assisted Bonsai in tracking a number of key metrics, including sentiment, executive engagement, and accounts at risk. “Now, everyone has visibility into these metrics, and we meet on a regular basis to discuss accounts coming up for renewal including those that might be good expansion opportunities or those at risk. Because of this enhanced customer visibility, our entire team is aligned and the account interaction is seamless,” continues Kendall.
nCloud Integrators assisted Bonsai in integrating data from Pipedrive, Zendesk, and product usage data into Gainsight. “Bringing this customer information into one system is going to save us so much time because we don’t have to sift through the contracts or try to figure out where customers are from a consumption perspective. This is huge for us because this will enable us to identify risks and revenue opportunities much earlier,” states Kendall.
“From day one, the implementation process was very well-organized, with the sessions scheduled up front, so we knew the cadence for our implementation and what topics would be covered every week,” continues Kendall. “This helped our team prepare for upcoming implementation steps and decisions that needed to be made around these steps. For example, when the health scorecard session was coming up, we had a meeting before this date to make decisions about the metrics we wanted to use.”
NEXT STEPS
Bonsai is working with nCloud Integrator’s Expert Service team to launch Gainsight’s Adoption Explorer. This will enable the company to analyze usage trends over time and understand each customer’s usage trends and compare this to consumption.