How Reviewpro Reputation Increased Customer Health by 17% and Stopped Churn in Its Tracks

Hospitality technology company Reviewpro Reputation serves a wide variety of customers, from large chains to individual owners. Onboarding those customers and keeping them engaged is a constant challenge that has historically required significant resources and tools. Using Gainsight Customer Success (CS) and Product Experience (PX), they were able to streamline operations while empowering their customer success managers (CSMs) to drive more meaningful and efficient interactions with their customers. The result: greater efficiency, improved customer health, and less churn.

Reviewpro Reputation is the world leader of Guest Intelligence solutions, with more than 60,000 hotels in 150 countries. Reviewpro’s Global Review Index™ (GRI), the industry-standard online reputation score, is based on review data collected from 140+ OTAs and review sites in 45+ languages. With more than 60,000 establishments in more than 150 countries, Reviewpro offers the technology, support, and education to empower hoteliers to be better.

When Reviewpro adopted Gainsight CS and PX a few years ago, they saw an immediate increase in engagement and Net Promoter Score (NPS) responses. But they were just getting started.To further optimize their customer success strategy, they set out to tackle key challenges:

• Streamline onboarding: Improve their onboarding process and make it more efficient, while helping more customers successfully complete it
• Eliminate manual processes and data silos: Time-consuming repetitive tasks and data spread across multiple systems were a major burden on CSMs, which limited their ability to focus on high-impact activities
• Mitigate risk and seize more engagement opportunities: Without clear risk indicators, their CSMs struggled to know when to proactively address churn and drive deeper customer engagement
• Improve value realization and accountability: A lack of clear and meaningful metrics made it difficult to track implementation success and revenue impact

And, they wanted to do all of this without increasing the burden on their customer-facing teams. To address these challenges, Reviewpro expanded their use of Gainsight CS and PX to unlock new efficiencies and drive deeper customer engagement.

Improving onboarding was a primary focus for Reviewpro. While they already had a process in place that used the Journey Orchestrator tool within Gainsight CS, they saw an opportunity to enhance the process by incorporating in-app engagements through Gainsight PX for a more direct and scalable approach.

With in-app engagements, new customers received guided walkthroughs, while PX analytics allowed the team to analyze the results, including how far each customer got into the onboarding cadence. They also conducted A/B surveys to compare user sentiment between the new and previous experience.

To improve the onboarding experience even more, they used Gainsight to segment their customers based on account type and user role. Using data from back office systems and their CRM, they ingested it into Gainsight PX and then through Gainsight CS via connectors. They then used that data to deliver targeted engagements when and where it mattered to each customer.

Optimizing onboarding calls with centralized data

Onboarding calls were another challenge, with CSMs historically having to jump between systems—CRM, ticketing, and Gainsight—to access data and keep the process moving. To improve this process, they consolidated the workflow into Gainsight, which allowed them to:

• Eliminate redundant workflows by integrating key data into a single view
• Leverage automation (CTAs, rules, etc.) to streamline onboarding tasks
• Send customer emails directly from success plans
• Reduce time spent searching for information

“Bringing everything into Gainsight allowed us to do two things,” said Micheli. “First, we could now leverage all the Gainsight automations: CTAs, rules, and so on. Second, we cut down on the time needed to search for information in the other systems.”

Proactive risk and opportunity monitoring

Reviewpro also gained efficiencies by using Gainsight to create CTAs and centralize tasks. Previously, in order to monitor for risks and opportunities, CSMs and other stakeholders would have to investigate in their CRM and then create an Excel file to get the ball rolling.

Now, Gainsight CS automates risk and opportunity monitoring through CTAs and dashboards, allowing the team to:

• Receive real-time alerts for customer risks and expansion opportunities
• Access consolidated reports and dashboards in Gainsight 360 for full visibility

Everyone also has visibility via reports and dashboards in Gainsight and on the Gainsight 360 home page.

“With everything in one place in Gainsight, no one has to run around looking for customer data,” Micheli said.

Expanding Gainsight Use Cases

Reviewpro is also leveraging Gainsight for a number of other use cases:

• Tracking effort spent and revenue earned during configurations and implementation projects
• Using surveys to quickly capture customer feedback at success plan closure and address dissatisfaction
• Implementing customer self-service via the Gainsight PX Knowledge Center Bot
• Deploying in-app engagements to advertise learning content that promotes live training sessions, product spotlights, and release notes

Reviewpro’s expanded use of Gainsight has delivered results, both operationally and for their customers. Here are notable impacts to their business at-a-glance:

• 900% increase in operational efficiency: Gainsight CS and other tools eliminated manual processes, centralized customer data, and automated key workflows, allowing the Customer Success team to focus on high-impact activities
• 38% increase in proactive churn prevention:  Automated CTAs empowered CSMs to identify and address at-risk accounts before issues escalated
• 15,000+ customer self-service interactions:  Gainsight PX’s Knowledge Center Bot enabled users to access educational and help content, driving product adoption and reducing support burden
• 17% increase in average health score: By streamlining processes and deepening customer engagement, Reviewpro saw a measurable improvement in overall customer health

Reviewpro attributes this improvement to a combination of:

• More effective customer engagements powered by CTAs, success plans, and a refined onboarding experience
• Higher adoption driven by targeted in-app engagements through Gainsight PX
• Improved customer satisfaction thanks to success plans, surveys, and more empowered CSMs

Going forward, Reviewpro is looking forward to seeing the results from its new Customer Goals program, which is intended to help CSMs work with customers to identify their goals and then track progress together.

Micheli is also excited to learn more about Gainsight’s Staircase AI platform, which automatically analyzes all customer interactions, without human intervention or data entry, and turns them into real-time insights.

Overall, they plan to continue using Gainsight CS and PX to empower their CSMs and build stronger customer relationships.