In Brief
NAVEX is the global leader in integrated risk and compliance management software and services. With over 13,000 customers, it needed a way to optimize customer journeys at scale with efficiency. Powered by Gainsight Customer Success (CS), NAVEX upgraded its NPS program and gave its CSMs the tools to help customers achieve value in a Digital Customer Success (Digital CS) model with 1:many communications. The effort paid off as engagement skyrocketed, product adoption increased, and grew customer retention rates.
Challenge
The NAVEX One platform is the world’s most comprehensive governance, risk, and compliance (GRC) information system. With more than 13,000 customers using the platform, it was not feasible for NAVEX Customer Success Managers (CSMs) to have a 1:1 relationship with every customer—and in fact, many of their customers have varying levels of communication The opportunity to use a model that actively met these varying customer communication needs was clear. However, to implement a 1:many digital CS strategy required that NAVEX overcome capability gaps.
“Our proactive communication was great in the sales process and in onboarding. But we weren’t always guiding customers to self-service resources throughout the journey. So, when it came time for renewal, some of them may have had a failure to launch or they don’t know how to use the product as expected.”
– Angie DeLaRosa, Associate Director of Customer Success Operations at NAVEX
NAVEX needed a Digital CS solution to help it improve customer sentiment at scale and subsequently achieve greater renewal, expansion, and advocacy success. The company turned to Gainsight.
Solution
With Gainsight on board, NAVEX quickly got to work by leveraging Gainsight Journey Orchestrator to automate the post-onboarding lifecycle, ensuring customers felt nurtured and cared for throughout their journey. NAVEX also used Journey Orchestrator to launch a program called Journey to Success, which shows customers their ideal customer journey and automates the actions they should take along that journey to achieve value.
Another area where Gainsight shined was with NAVEX’s Voice of the Customer program. NAVEX revamped its NPS survey in terms of both strategy and execution with Gainsight. This more robust NPS program allowed NAVEX to expand its health score to include NPS response as an engagement metric.
Gainsight surveys also helped NAVEX roll out success planning at scale for its CSMs.
We use Gainsight surveys to inform our customers about the top eight customer objectives we have observed in our benchmark reports. This allows us to operationalize goal setting and tracking. Customers then self-assess key components of their program, enabling CSMs with the ability to offer strategic guidance to increase maturity and achieve desired objectives.
Impact
Gainsight made positive across-the-board impacts. A specific example is the success planning initiative supercharged adoption while uncovering expansion and advocacy opportunities.
Gainsight’s Journey Orchestrator feature has created major efficiencies. Emails take an average of about five minutes to create and send, and NAVEX sent almost 193,000 digital customer success emails in 2022. Thanks to Journey Orchestrator, they saved the equivalent work output of about eight people.
“We ask a lot of our CSMs. So, that time savings is really valuable for us to use CSM time in more high-value ways that drive strategic customer value and NAVEX business expansion.”
– Angie DeLaRosa, Associate Director of Customer Success Operations at NAVEX
Prior to Gainsight, NAVEX had low NPS survey response rates. When this occurs, there is a risk of results being highly variable and unreliable. The team also lacked access to open rates, engagement rates, and other metrics with its previous outreach method. By simply sending NPS through Journey Orchestrator, NAVEX more than doubled the response rate in just one month.
NAVEX then changed its NPS strategy to align with Gainsight best practices, such as including an engaging subject line, a personalized approach in the message, and communication about what they are going to do with the feedback. The combination of Gainsight capabilities and best practices resulted in a +500% increase in NPS responses
Gainsight empowers us to proactively manage customer health, automate the lifecycle, and automate internal processes. It provides substantial value and plays a crucial role in expanding our customer success efforts. Any organization seeking to scale its customer success operations can leverage Gainsight Digital CS to create efficiencies and productivity in a variety of key areas.
