Gainsight Implementation Phased Rollout Case Study

This case study outlines the implementation of Gainsight at TMA Systems, focusing on a phased rollout approach. The document details how the integration of Gainsight with Salesforce resulted in the establishment of a single master customer record, eliminating redundant data management. The implementation replaced 100% manual surveys with an automated Net Promoter Score (NPS) survey, allowing a dedicated team of three to shift their focus from manual survey processes to more strategic relationship activities. The case study also highlights the positive outcomes of the project, including improved quality of feedback and accurate reporting on client sentiment. TMA Systems' VP of Operations, Greg Shell, commended the nCloud Integrators for their exceptional technical knowledge and professionalism throughout the project. The results indicate a significant enhancement in customer review quality and quantity, showcasing the effectiveness of the Gainsight implementation.