Nuvolo Case Study
“nCloud has the certified Gainsight expertise to be able to quickly get new processes up and running, where it might take us hours to do the same task. We would have struggled without the assistance we received,” states Lilia Taleb, Director of Customer Success at Nuvolo.
OVERVIEW
Nuvolo, the global leader in modern, cloud-based Connected Workplace solutions, is growing rapidly and needed to enable CSMs to become more efficient and have better insight into their book of business. Lilia Taleb, Director of Customer Success at Nuvolo, discusses meeting their Customer Success outcomes by leveraging nCloud Integrators as a strategic partner for application administration and ongoing optimization..
CONTEXT
“Gainsight was already implemented when I stepped into this role, but as we matured the Customer Success organization and team, we realized we needed to also optimize and mature the way we were using Gainsight. We knew that in order for us to get some quick results, we needed assistance. nCloud Integrators worked with us to automate various processes, to build reports and dashboards for better visibility, and to integrate the necessary data behind the scenes,” states Lilia.
KEY CHALLENGES
Because of Nuvolo’s rapid growth, the company wanted to enable its CSMs to be more efficient. One of the first things nCloud Integrators assisted Nuvolo with was to improve reporting for enhanced visibility into client accounts. Because of these efforts, the company’s executive management team now has better insight into its operations, and CSMs have a better handle on their book of business.
A second major initiative was enhancing the customer health score. Nuvolo needed to account for additional aspects that contribute to customer health in the ever-changing Saas environment. Revising the health score allows the company to take a proactive approach to quickly identify and mitigate risks as well as identify referenceable accounts.
Finally, the company wanted to focus on automating repetitive processes in the customer journey to establish smooth transitions between each stage, from onboarding and implementation to when the client is fully live on the company's solution. In addition, Calls-to-Action were established along various points to trigger CSMs to respond as needed.
THE SOLUTION
Working with nCloud Integrators allowed Nuvolo to quickly realize value with Gainsight.
“nCloud has the certified Gainsight expertise to be able to quickly get new processes up and running, where it might take us hours to do the same task. We would have struggled without the assistance we received,” states Lilia. “Also, it is valuable to work with individuals who have visibility into the Gainsight roadmap in terms of upgrades and what to expect next. We appreciate the relationship that we have built over time and want to continue to foster this relationship to accomplish much more.”
Currently, Nuvolo is working with nCloud Integrators’ Expert Services team on additional integrations to increase customer intelligence within a single platform, and also working to automate additional processes with Gainsight.