TMA Systems Case Study
"Of all the implementations we did this year, nCloud’s implementation of Gainsight was by far the smoothest."
OVERVIEW
TMA Systems is a world-class provider of advanced Computerized Maintenance Management Systems (CMMS) and Enterprise Asset Management Solutions (EAMS). Worldwide, more than 1,650 TMA clients maintain in excess of 55,000 facilities, representing 4.5 billion square feet of space.
The company is focused on growth and invested in a number of systems this year to help
streamline processes, including Gainsight’s leading customer success platform. nCloud
Integrators assisted TMA Systems with its Gainsight Essentials Plus implementation and
continues to work with the company on its phased rollout of new capabilities.
Greg Shell, VP of Operations with TMA Systems, discusses changes to the Customer Success organization and systems with this growth, and Jenny Pino, Manager of Client Success talks about her interaction with nCloud Integrators.
PROJECT BACKGROUND & PHASED APPROACH
TMA Systems rolled out Salesforce, Netsuite, Zendesk as well as a new project
management system. With all of these implementations happening at the same time, the company wanted to implement Gainsight in a phased manner. The first phase focused on two main items: the integration from Gainsight to Salesforce to ensure one customer master record without any redundant data entry/management, and an automated customer Net Promoter Score (NPS) survey.
The NPS survey would assess the client relationship status and generate a Call to Action (CTA) based on a positive or negative response to either have the CSM follow up to see if the client would be willing to be an advocate or to provide additional assistance to improve customer sentiment.
Phase two will be focused on setting up a robust health scorecard using transactional data, NPS
scores and manual sentiments, as well as implementing Gainsight’s Renewal Center for the company’s account management team. Gainsight will also be used to automatically build the Annual Business Review presentations for CSMs using customer data and benchmarks.
IMPLEMENTATION
nCloud Integrators was recommended by Gainsight. Greg Shell, VP of Operations with TMA Systems, states, “The nCloud consultants assigned to our project were all phenomenal not only with their technical knowledge, but also with their approach and personalities. They were professional and really vested in the success of our project. Of all the implementations we did this year, nCloud’s implementation of Gainsight was by far the smoothest. It was on time and on budget, and they did an exceptional job of knowledge transfer to our team. I think one of the best signs of a quality consultant is that after the project is finished, your internal team can use the systems effectively and continue to build out new capabilities independently.”
Jenny Pino, Manager of Client Success talks about her day-to-day interaction with nCloud Integrators: “I personally enjoyed the fact that they spent time in the instance showing us how to use the product. We've had other consultants who have just taken our data and they do the work, and so it really makes it difficult to move forward independently. nCloud Integrators allowed me to visually see how to do everything, explained how things were connected and how the process works throughout the system.”
THE RESULTS
Prior to implementing Gainsight and working with the nCloud team, TMA Systems performed
sentiment assessments each quarter with their clients 100% manually with a team of three
people. With the new automated NPS survey, this team has been repurposed to focus on more
strategic relationship activities that generate revenue as opposed to being a cost center.
In addition, the company is getting better quality feedback, and has more accurate reporting on
client sentiment that can be broken down by client tier or product offering.
Greg Shell with TMA Systems, continues: “We have had a really big push from our marketing
team this year to increase the number of reviews that we have on various product sites such as
G2. This team uses CTAs coming out of the positive NPS scores as a trigger for our team to
talk to the clients about submitting a review while that positive sentiment is fresh in their mind. This has resulted in an increase in the number of reviews, but also the quality of the reviews.”