Almost any technological development can be boiled down to a pretty simple premise: Do more with less time and effort.
Whether it’s the invention of the wheel or the toaster or a bevy of data analytics tools for understanding customer behavior and influencing it in positive ways, when you boil it down, we humans are just trying to do a better job and put some hours back into our day.
If you follow that logic, automation is the pinnacle of technology. Your processes can run all day and all night flawlessly (in theory) to do your job while you focus your time and energy on other things.
But it’s not just about putting time back in your day, at least when it comes to Customer Success software. We’ve found that technologically maturity of CS organizations—teams who automate key processes from data collection through to outreach—correlates very strongly to a significant uptick in revenue.
As you can see in this graph, as operations move from “Informed” to “Proactive” and “Predictive” stages of maturity, there’s a dramatic improvement in revenue expansion rates. What changes between those stages? Teams are advancing in technological sophistication, a large part of which is automation.
Obviously, Gainsight is a Customer Success technology that includes powerful automation and can help teams take steps from “Reactive” all the way to “Predictive.” And to make the platform even more effective, we’ve partnered with Azuqua to make it possible for customers to connect other key cloud applications and build workflows (FLOs) that help teams across Marketing, Sales, Support, and more to better collaborate and communicate.
Whether your team uses Gainsight or you’re just curious, take a look at these three powerful FLOs:
1. Gainsight + Workfront/Smartsheet/Wrike
Using Azuqua you can build an automated FLO between Gainsight and your project management tool of choice to automate Net Promoter Score (NPS) follow-ups. For example, when a bad NPS hits Gainsight, you can automatically kick off a detractor template FLO that creates a list of action items in your project management application, such as Workfront or Smartsheet. (Get some example survey templates and responses here.) This allows your team to ensure proper follow up with dissatisfied customers. One of our customers actually built a flow that assigned low customer scores to specific executives for follow-up.
2. Gainsight + Zendesk
It’s hard to understand if your customers are successful if you don’t have complete insight into their interactions across functions within your company. For example, customers often directly reach out to Support to resolve issues instead of contacting their account managers. This can create a disconnect if each team’s systems are not properly synced. If you’re using Zendesk for support and ticketing, consider building a workflow and connecting Gainsight to automatically sync critical customer information. This will allow your team to stay up-to-date on customer support tickets and track the progress of issues with Engineering.
3. Gainsight + Amazon S3
If you’re a Gainsight user and need to automatically pull data into the platform, native integrations exist for Google Analytics, Mixpanel, and Segment. But, what if you have other kinds of data? For example, maybe you have a Business Intelligence platform with data about your customers. For all other data, Gainsight allows you to set up Amazon’s Simple Storage Service or S3. Traditionally, uploading this data to S3 is a manual process and requires you to have admin access (which isn’t likely to happen). But with Azuqua, any Gainsight users can build a FLO and automate a recurring data upload to S3. This means you can get any information you need into the platform without having to pull in an admin.
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The S3 integration and FLO can be a real game-changer for Gainsight users. If you want to learn exactly how to do this, we’re co-hosting a webinar with Azuqua to walk you through the process. You’ll hear from experts from both sides of the integration. Click here to register for the webinar this Thursday, January 25 at 10:00 a.m. PT.
