Coretelligent Case Study
“Our consultant was very knowledgeable about Gainsight, and I felt that she really understood our business, as well as where we were and where we wanted to go. This was really important for a successful deployment, because she understood, for example, what reports and CTAs would make sense for our business. Without nCloud Integrators’ help we wouldn’t have been able to do it on our own, so the biggest hurdle for us was an overall successful deployment – and that is what we accomplished.”
OVERVIEW
Coretelligent, a premier Managed Service Provider, crafts robust tech strategies, ensuring security, compliance, and transformative growth. The company specializes in comprehensive IT solutions, cloud and on-premises architecture, AI, and revolutionizing digital and data management.
nCloud Integrators assisted Coretelligent with its Gainsight Essentials Plus implementation and integration of five data sources. Brian Demlein, SVP of Customer Success, discusses how a single source of truth allows the company to improve client engagement, streamline processes, and remove the need for micromanagement.
KEY CHALLENGES
Coretelligent needed to consolidate client information from five different systems, including a home-grown system, and bring this information together in Gainsight to assist clients in a more streamlined and consistent way.
“Now, we have a single source of truth that has allowed us to become more efficient and streamline many of our processes,” states Brian Demlein, SVP of Customer Success. “All of our client notes reside in Gainsight’s timeline for everyone to access, new automations improve our processes and support our customer success team, and we have the dashboards and reports that give CSMs as well as management the information to quickly identify risks and opportunities.”
THE SOLUTION
New Calls-to-Action (CTAs) include notifications for a health score rise or drop, POC changes and stale opportunities, as well as reminders for 30/60/90 day check-ins and quarterly business reviews (QBRs).
“These new CTAs eliminated the need to set manual reminders for certain tasks and customer follow-ups that happen on a consistent basis, or notifications if something has changed within the account,” states Brian. “In the past, we would run reports and track people down to determine if customer follow-ups or tasks were completed, and now these reminders and processes are all standardized and automated. It really takes the micromanagement out of the entire process.”
In addition, Coretelligent had a very primitive process for customer health scoring based on sentiment. Today, the company is using data to develop its health scores including information based on adoption, deployment, engagement, and CSAT scores, as well as account strategy sentiment and CSM assessment.
Brian continues, “So instead of relying on opinions, we are validating our customers' health with data, and this allows us to truly understand our customers and prioritize our efforts. “
THE PROCESS
During nCloud Integrators’ initial Discovery process, Coretelligent established its desired business outcomes. From here, the automation, CTAs, reports and dashboards were all aligned to these outcomes.
“The structure of nCloud Integrators’ deployment was well-organized and mapped to lead us down the path to a successful launch,” states Brian. “Also, I think people learn in different ways, so having the in-person sessions, the homework, as well as the informational videos helped everyone on our team understand Gainsight and how to move forward independently. Also, nCloud Integrators’ workbook assisted us in mapping out the data sources, CTAs, and other items within our platform.”
Coretelligent was able to hit all of its milestone dates within the implementation process, its “go-live” was on time, and now the company has a Gainsight framework in place to be successful.
“Our consultant was very knowledgeable about Gainsight, and I felt that she really understood our business, as well as where we were and where we wanted to go. This was really important for a successful deployment, because she understood, for example, what reports and CTAs would make sense for our business,” states Brian. “Without nCloud Integrators’ help we wouldn’t have been able to do it on our own, so the biggest hurdle for us was an overall successful deployment – and that is what we accomplished.”