Circa Case Study
nCloud Integrators’ proven Accelerate Methodology helps companies go live with Gainsight in four to eight weeks and includes a combination of consultant-led workshops and nCloud’s Online Academy courses.
“I believe nCloud Integrators’ overall process led to more effective conversations as we met with our consultant in the workshops and throughout the implementation process.”
Circa, a leader in talent acquisition and management software solutions to help organizations build high-performing teams, needed a way to track and improve customer utilization and adoption.
Kristina Wamboldt, Director of Customer Experience with Circa, discusses how health scores will change the way the company’s implementation team and account managers can track and assist customers to ensure successful product adoption and consumption.
CONTEXT & KEY CHALLENGES
The Customer Experience department at Circa is new and tasked with helping customers improve utilization and adoption. To accomplish this, the company realized it needed to set up health score measures to identify at-risk customers, as well as expansion opportunities.
“Previously, customer health was based on how the account manager felt the customer was doing,” states Kristina Wamboldt, Director of Customer Experience with Circa. “Now that we have the health scores established, the metrics have been surprising and eye-opening. Our actions can now be based on actual data and product use.”
Circa is digging into and building upon the new data so the account management team, and the entire company, can have an accurate health score for each customer. Circa also automated many of its manual processes, including email communications with customers. The company standardized templates to streamline these communications and make the lives of those interacting with customers a bit easier.
“We are working on automating a post-implementation survey. The immediate feedback and direct response about how the customers are doing after implementation will be valuable,” continues Wamboldt. “To date, we are just relying on how the implementation team feels the process went. Direct feedback from customers will provide more accurate data that will feed into our health score and assist with customer testimonials.”
nCloud Integrators’ proven Accelerate Methodology helps companies go live with Gainsight in four to eight weeks, and includes a combination of consultant-led workshops and nCloud’s Online Academy courses.
“Taking nCloud’s Online Academy courses allowed me to get my feet wet before I had to make certain decisions. You have to make so many decisions during the implementation process such as health score measures, so the online courses helped me think about the specifics of my setup and laid the foundation of what to expect during each implementation step,” states Wamboldt. “I believe nCloud Integrators’ overall process led to more effective conversations as we met with our consultant in the workshops and throughout the implementation process.”
Circa integrated Gainsight with multiple systems including Heap to allow for visualization into customer information stored throughout the organization.
“The direct integration with Heap was going to be difficult, so our consultant found a work- around that helped us move forward quickly,” states Wamboldt. “Our nCloud consultant was great at helping us set up custom processes that made sense for our business, all of the training materials were easy to use and revisit, and the implementation process was straightforward.”