Mentor Collective Customer Case Study
“We had a lot of complicated data. We had to get two data sets from two different systems to align. Also, we knew what data we wanted to use in our health scores, but nCloud Integrators wrote the formulas or the logic to capture the data we wanted to use. Our consultant was able to figure out the simplest, most elegant way to pull and use this data, so down the road it would not be a burden to maintain."
Mentor Collective is the leading provider of impact-driven mentoring programs. The company partners with more than 180 higher-education institutions to provide students with a relevant, trained peer, professional or alumni mentor.
Annemieke Rice, VP of Partner Success with Mentor Collective, discusses working with nCloud Integrators on its Gainsight Essentials Plus implementation to evolve its customer experience by increasing engagement throughout the customer’s journey. This included providing customers more oversight and visibility into the value received and improving customer communications.
CONTEXT
To accomplish its goals with Gainsight, Mentor Collective needed to start by consolidating its product, customer and CSM data to be able to tap into leading indicators around future intent to become proactive instead of reactive. nCloud Integrators was able to handle the complex, technical nature of how data is captured, stored, and available to use in the way Mentor Collective needed.
“We had a lot of complicated data. We had to get two data sets from two different systems to align. Also, we knew what data we wanted to use in our health scores, but nCloud Integrators wrote the formulas or the logic to capture the data we wanted to use. And, our consultant was able to figure out the simplest, most elegant way to pull and use this data, so down the road it would not be a burden to maintain,” states Annemieke.
8-WEEK IMPLEMENTATION SUCCESS
By using nCloud Integrators, Mentor Collective went from kickoff to initial-user launch in eight weeks, and this included launching Business Modeler, Success Plans and two complicated Health Scorecards.
“The agendas, the flow, the workbook…it is all set up so you can’t really fail. It is like a safety net, ensuring that you have what you will need to launch. We knew from the first meeting with nCloud Integrators what to expect and how long the process would take. This really allowed us to be prepared and do what we needed to do at each step. Our consultant was particularly skilled, and when we encountered an obstacle, she was very upfront about the impact it could have and the steps that she would recommend. She helped us work through these difficult pieces with the options available to us.”
NEW STREAMLINED PROCESSES
The company was able to streamline or automate many processes during its implementation with nCloud Integrators, including project plans, relationship management and onboarding.
PROJECT PLANS: Each of Mentor Collective’s customers has a project plan, which has to be manually updated on a regular basis. Now these plans are updated automatically, and the company has Calls-to-Action (CTAs) established to let the team know if something is off course. The plan status updates are also integrated into its health score, because plan progress is a big indicator of customer health.
RELATIONSHIP MANAGEMENT: Every program that an organization runs is its own relationship. For example, if a college runs a program for first-year students, a career program, and a program for graduate students, these are three separate relationships. Having Business Modeler in place helps Mentor Collective to see the health and plans for each of these three separate relationships, and the company can roll these programs up individually or together for customer reporting.
ONBOARDING: Mentor Collective plans to launch Success Plans with its Onboarding Team, using these plans to have a more structured onboarding process – from pre-sales all the way through adoption. With the Success Plans in place, Mentor Collective hopes to enable more visibility for its customers and additional internal tracking to determine if anything is off course with the customer’s onboarding progress.
GAINING VALUE
Annemieke discusses nCloud Integrator's process and structure that allowed the company to keep to its implementation schedule and remain accountable every step of the way.
“Gainsight is a very powerful and flexible platform. I would say our use case is really complicated, so nCloud Integrators was valuable throughout the process in helping us make the absolute right choices for the many options that are available during each stage of the implementation. Many times as you are implementing something like this, you don’t know what you don’t know. Using nCloud for the implementation was a no-brainer for me, because the implementation is such an important part of getting value out of Gainsight,” states Annemieke.