Brightline Customer Case Study

OVERVIEW

Brightline is a mental health benefit that provides families nationwide with virtual therapy, psychiatry, and coaching for kids and teens. The company is built specifically for families with fast access to personalized support, evidence-based care from specialized experts, and a one-stop digital platform.

Emma Schaffer, Senior Director of Commercial Strategy & Operations, discusses the complexities of the healthcare industry and how nCloud Integrators worked with Brightline to understand the industry nuances and desired business outcomes during its Gainsight Essentials Plus and Business Modeler implementation.

CONTEXT

Brightline has a number of different healthcare customer relationships that need to be managed and grown. These complex multi-party relationships include insurance carriers, employers that purchase the healthcare benefits, and the employees who use the benefits - and all of these relationships may vary.

“nCloud Integrators took the time to understand all of our customer nuances and helped us implement Gainsight’s Business Modeler so that we could manage all of these relationships correctly," states Emma. “We are now able to integrate our Salesforce data in a way that reflects these relationships so our Client Success team has access to rich, usable information. Because of this, our team is able to service our customers more efficiently and effectively.” 

KEY CHALLENGES

Brightline needed to move quickly from their previous customer success management platform to Gainsight. They did not have internal Gainsight resources, so they needed a partner that could guide them through the Gainsight implementation process to achieve a healthy baseline quickly. 

“We wanted a partner who could quickly get us live on Gainsight, but also a partner that could help our team become more and more efficient over time by expanding on Gainsight’s capabilities. This is why we decided to work with nCloud Integrators,” states Emma. 

In addition, Brightline has grown extremely quickly, with more than 500 new enterprise customers in two years. The Client Success team needed a solution that quickly surfaces data and insights to help them efficiently assist customers, which range from large enterprise-level accounts to individual consumers. 

THE SOLUTION

Brightline is working with nCloud Integrators to strategically manage its customer journey and interactions with each tier and segment of its client base. 

“nCloud Integrators has been a strategic partner with us through the entire journey, from initial concept for the design, through implementation and rollout, and as we brought the entire team into the plan,” states Emma. “Their approach is always solution-oriented and proactive, and that is what you want from a partner for this type of project.”

Brightline also needed assistance with contact management efficiency and overcoming the challenge of account and opportunity data in Salesforce not being set up in an ideal way. nCloud Integrators designed a new data format and is assisting with data cleanup so Gainsight and Salesforce can cleanly work together. Having the data structured correctly allows Brightline to have much clearer insight and better ways of cutting the data to look at its book of business from multiple angles. 

Emma continues, “nCloud Integrators has exceeded our expectations in truly engaging with us, understanding our business, and applying the capabilities of Gainsight to our industry. This is something I haven’t experienced before with other integrators. It has been really refreshing to have a strategic partner from the start who dedicates the time to get to know our industry, business model and needs.” 

THE PROCESS

The implementation of Business Modeler was a design challenge that nCloud was able to solve. “nCloud Integrators really went above and beyond to understand our complex world that’s full of healthcare acronyms and eccentricities and become an expert so that we could use Gainsight and Business Modeler effectively in our organization,” states Emma.  

The company is continuing to scale in different ways and is leveraging Gainsight to help manage its broad book of business. This includes automation, but also more strategic aspects such as creating Success Plans for high-touch clients and using data to assist the Client Success team so they can take the right actions at the right time.   

By automating standard, repetitive processes in their client journeys, Bightline expects to save a significant amount of time, freeing up the team to spend more time on strategic account growth. To facilitate these new processes, nCloud helped Brightline use Gainsight’s Journey Orchestrator for the automation of email campaigns. 

“We can send a status report on a regular cadence that shows how employees are engaging with our healthcare services and the outcomes that are being achieved,” continues Emma. “We also offer services where we can help employers educate and inform employees about this healthcare benefit through a variety of employee communications that can be scheduled at specific times throughout the year.” 

ADVICE FOR OTHERS IMPLEMENTING GAINSIGHT

“Hire an expert partner, especially if you are in any fast-growing industry where your resources are limited,” states Emma. “Having a dedicated, expert resource to work with has really made a huge difference for us with this Gainsight rollout. With our previous Customer Success tool, the company didn't have this type of service partner who could help us. That is where we ran into problems and couldn’t find sufficient value in using the tool. It's really critical to work with experts so you get set up correctly from the start and can quickly find value for your team and your organization.”