In Brief
Demostack, the command center for demo operations, helps SaaS go-to-market teams take control of the demo and deliver tailored product stories at every deal stage, create custom demo assets in minutes, showcase products in the best light, and measure how demos are impacting deals – all from one place. Demostack’s main challenge was scaling the CS team while keeping it in a white glove motion, with a low-maintenance tool that can uncover issues fast.
Challenge
Demostack found itself drowning in data, spending precious time deciphering customer accounts. Valuable time was being consumed by weekly status updates, leaving little room for problem-solving and delivering real value. The team needed a tool that would serve it, not the other way around. Instead of manually feeding the tool, the team wanted to get actionable insights in real-time.
Says Roy Silverman, VP of Customer Success, “I wanted something hands off that could feed me with what’s important, without the constant need to feed it by myself.”
On the data side of things, Demostack needed an accurate and unbiased platform that could paint an accurate picture of what’s going on without having to question the data or having the team manually scrutinize the results of the reports. All of this had to be done with a focus on managing customer data from a growing number of communication channels, while also prioritizing user-friendliness.
We wanted a reliable scorecard that accurately gives the gist about product usage, relationship, engagement, sentiment and more, without doubting the data.
Solution
Staircase AI by Gainsight: An automated and AI-driven customer intelligence solution that connects to all communication channels.
Besides the improved visibility and enhanced data coverage Staircase AI by Gainsight brought to the table, the biggest impact was felt with the level of accuracy. Data coverage increased from a mere 5% to a whopping 95% in a matter of hours.
“Staircase AI has a unique approach of integrating straight with the communication sources, which is a true game changer,” says Silverman. This means that instead of manually pulling communication data from the CRM, Demostack can hook it up and integrate directly into teams’ email accounts, ticketing systems, and Slack channels, all with just a few clicks.
The Demostack team also notes that Staircase AI by Gainsight has created an unprecedented hands-off process unlike any other platform. No data entry is required, freeing up a lot of working hours and boosting productivity. Staircase AI is providing wide channel coverage in real-time, without missing data that often leads to incomplete or biased pictures. This accuracy is proving to be a true game changer.
Staircase AI feeds me the issues and we handle them fast. I don’t want to work for the tool, and I found that Staircase AI is the only tool that works for me.
“Coming from the Operations background, I appreciate the high levels of accuracy coming from Staircase AI,” Silverman confessed. “I also like the wide communication coverage range coming straight from the source and not through a 3rd party CRM.”
Features that the Demostack team finds particularly useful include the account risk treemap, sentiment tracking and relationship scores, live & automated customer account overview, and account drill downs.
With the customizable slack alerts, the team gets real-time info on exciting or frustrating customer moments. It’s now possible to assign owners and handle issues in real-time, allowing the creation of stickier accounts by elevating sentiment.
“Staircase AI is helping promote proactiveness and mentorship,” Silverman elaborated on the usage of Staircase AI by Gainsight. “We can identify events in real-time before they escalate and empower CSMs to mark noteworthy issues.”
The ROI is extremely clear with Staircase AI. We can have more eyeballs on situations that can escalate to enhance our commitment and trigger loyalty.
