Gainsight Implementation Process at Turvo

This case study details the Gainsight implementation process at Turvo, focusing on how automation was utilized to enhance customer success management. Turvo automated an adoption workshop campaign using Journey Orchestrator, allowing for standardized adoption campaigns across the company rather than on a case-by-case basis. The automation of the Net Promoter Score (NPS) survey has significantly saved time and ensured regular cadence, with actions initiated based on specific customer responses. The collaboration between the Onboarding and Customer Success Management (CSM) teams improved as all communication history and customer accomplishments during onboarding are stored in Gainsight’s timeline. Turvo aimed to scale operations through automation to enhance customer experiences, ensuring a consistent journey for all customers. Challenges included managing data from multiple systems, which nCloud Integrators addressed by assisting with data integration and the development of automated processes. Key metrics indicate significant time savings in onboarding and survey processes.