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RealVNC Customer Case Study

RealVNC wanted to further enhance its customer experience, product adoption and retention rates. As part of this, the company needed to understand how its customers were using its products as well as identify accounts at risk earlier. nCloud Integrators focused on these business outcomes during RealVNC’s Gainsight rollout.

OVERVIEW


RealVNC is a leading provider of remote access solutions, helping some of the biggest companies in the world connect people through devices. As the company that pioneered the RFB (“Remote Framebuffer”) internet protocol that is now the standard across the industry, RealVNC is at the forefront of its evolution, with software in more than one billion devices worldwide. The company has recently worked with nCloud Integrators to implement Gainsight Essentials Plus. 


Francesca Barnes, Customer Success Manager Team Lead with RealVNC, discusses this implementation and provides insight about the benefits of setting specific business outcomes at the beginning of the process.



KEY CHALLENGES


RealVNC wanted to further enhance its customer experience, product adoption and retention rates. As part of this, the company needed to understand how its customers were using its products as well as identify accounts at risk earlier. nCloud Integrators focused on these business outcomes during RealVNC’s Gainsight rollout.


“Having objective data about our customers and automation is making everyone’s life a little bit easier, because it helps to paint a clearer picture of our customer health and identify potential risks sooner. Ultimately, it is helping us to streamline processes, scale our team, and have a positive, consistent interaction with all of our customers,” states Francesca.  

THE PROCESS


“nCloud Integrators’ implementation process was straightforward with a clear structure - and expectations for the rollout were understood by all parties from the very beginning,” continues Francesca. “If something was complex, our nCloud consultant would walk us through that process step-by-step and really educate us so we would have the knowledge to move forward independently. In addition, nCloud was accommodating to our needs and flexible with the timezone differences since we are headquartered in Cambridge whilst they are in the States.”

RealVNC had complex data that needed to be brought into Gainsight for everything to work. nCloud Integrators helped identify the key data fields that were required in order to configure the system correctly. Now that everything is centralized with the necessary integrations, CSMs have access to valuable customer information, and managers can view simple, digestible reports about their customers.


“Our nCloud consultant has been down this road before, so he was able to pull from past experience to guide us in the best ways to integrate the data,” states Francesca. “The overall Gainsight implementation seemed challenging at first, but nCloud Integrators helped us set very clear, specific goals at the beginning of the project. With these business outcomes in mind, we were able to accomplish what we wanted at each phase of the rollout.”  

THE SOLUTION


Having the right data to feed the health scores and the reporting has given RealVNC a clear, overall visual perspective on each customer. Also, everything is now standardized with Playbooks and CTAs, so nobody misses a beat and everyone understands step-by-step what needs to be done. CTAs are triggered based on different lifecycle events, and each customer gets the attention they need. 


In addition, RealVNC’s customer health score is now based on a number of different datasets to obtain a more accurate picture of each customer. In the past, the company used the CSM perspective and sentiment on the account. Today, RealVNC’s health score is based on overall customer experience with data inputs that include NPS scores, support tickets and CSM sentiment, as well as customer outcomes, which includes deployment time, engagement with the solution, and milestone achievements. Tracking these key variables enables the company to see how customers are adopting its products and achieving a return on investment. 


DIGITAL CS AUTOMATION EXAMPLE


RealVNC discusses streamlining and automating its Executive Business Review (EBR) process. 


“A CTA triggers alerting the CSM that it is time for an EBR, then we have a Playbook with emails and presentation templates so it is a consistent experience for each customer, which can be personalized as needed,” states Francesca.  “Also, the pre-work leading up to these meetings is so much easier because now we have a centralized location with all the information about how each customer interacts with our products, use cases, and the customer’s overall onboarding experience. We really understand a lot more about each customer going into the meeting and have all the key data points in one centralized location.” 


ADVICE FOR OTHERS


Francesca continues, “Make sure that you know where your data is and how you want to set it up at the beginning of the implementation. If you have the data, then the other parts of the implementation will fall into place. Then, be clear on the business outcomes you want to achieve with the initial rollout. Gainsight is so customizable that you could go in a number of different directions at each phase, but if you have a clear picture of what you want to achieve, the decisions you need to make are a lot easier.”  

Power in Numbers

Complex data structures were brought into Gainsight from Salesforce and Zendesk for better customer visibility.
RealVNC’s customer health score is now based on 9 different datasets that help obtain a more accurate picture of each customer.
Various processes were streamlined and automated, and 5 CTAs and 5 Playbooks were created. 
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