TigerText Unplugged

TigerText Unplugged
©2015 Gainsight. All Rights Reserved.
Julia Perry
Director of Customer Success
TigerText
Andrea Weisz,
Manager of Customer Success
Operations
formerly TigerText
TigerText is ‘Best in Class’ for Secure Messaging
Security
o  Encrypted End-to-End
o  Self-destructing Messages
o  Remote Lockout & More
Compliance
o  IT Policy Enforcement
o  LDAP & Active Directory Sync
o  Reporting & Archiving
Productivity
o  EMR/EHR Integration
o  Delivered/Read Receipts
o  Multiple Inboxes
©2015 Gainsight. All Rights Reserved.
Agenda
Customer Success at TigerText
Gainsight for TigerText
Gainsight Implementation
ROI of Gainsight
©2015 Gainsight. All Rights Reserved.
CSM Charter: Drive Value
Customer ROI
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Customer Adoption
CSM Charter: Drive Value
Customer ROI
©2015 Gainsight. All Rights Reserved.
Customer Adoption
Customer-facing Teams at TigerText
CEO
Chief Marketing
Officer
President of
Global Sales
VP
Implementation
Dir. Customer
Success
High and Low
Touch CSMs
©2015 Gainsight. All Rights Reserved.
Dir. Client Care
Operations and
Customer
Programs
Customer Success at TigerText
Dir. Customer
Success
High and Low
Touch CSMs
High and Low Touch CSMs
●  Consult with Hospital Leadership
●  Surface and syndicate Best Practices
●  Specify Success Metrics and Measure
ROI
●  Serve as Customers' Advocates
©2015 Gainsight. All Rights Reserved.
Operations and
Customer
Programs
Operations and Customer Programs
●  Manage Customer Success Technology
●  Identify Customer Macro Trends and Insights
●  Facilitate Customer Programs
Help! I’m drowning!
Salesforce
Google Drive
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Excel Spreadsheets
Coffee
1-800-I NEED GAINSIGHT!
Business
Intelligence
Single Source
of Truth
Efficiency
CSMs work
load balance
Scaling
Transparency
Large # of low
touch
customers
Create visibility
into work
product
©2015 Gainsight. All Rights Reserved.
Gainsight to the Rescue!
©2015 Gainsight. All Rights Reserved.
Phased Project Plan for Implementation
Get all Data
in
Configure
360
Design
Dashboards
Drive CSM
Productivity
Optimize
Gainsight
•  Salesforce data
•  Utilization data
•  Scorecard
•  Views and Data
•  Executive view
•  MSA
•  My Customers
•  CTAs and
Playbooks
•  Success Plans
and Templates
•  CoPilot and
NPS
•  C360
•  Exporting
Dashboards
October
October
November
©2015 Gainsight. All Rights Reserved.
December
Q1 & Beyond
Lessons Learnt from Getting Customer Data into Gainsight
Salesforce must be set up correctly
in order for Gainsight to work
correctly
●  Plan which Salesforce fields you will
need in advance of implementation
●  Host important Salesforce fields on
the Account page, not in Custom
Objects or Taskray
● 
©2015 Gainsight. All Rights Reserved.
Lessons Learnt from Getting Utilization Data into Gainsight
● 
● 
● 
Give yourself at least one month
to manipulate the data and lock
down the right metrics
Be proactive and let CSMs know if
the system is down, the data is
delayed and/or there are any
issues - they are always checking
the data!
Allow CSMs to “peek” into raw
usage data. You never know what
they want to see
©2015 Gainsight. All Rights Reserved.
Measuring Customer Health at TigerText: Scorecard
Configuration
Adoption
Readiness
Support
Product
Company
TigerText Utilization
Clinical
Stakeholders
engaged and is
ready to deploy
TigerText into
CPOs
Severity of open
support cases
Product issue
putting customer at
risk of adoption/
churn
Company politics
and/or company
changes preventing
customer success
• Red: <= x%
• Yellow: y%-z%
• Green: z+1%+
©2015 Gainsight. All Rights Reserved.
• Red: >0
Readiness CTAs
open & flagged
• Yellow: >0
Readiness CTAs
open
• Green: No
Readiness CTAs
open
• Red: Open Cases
w/ a Priority High
or Critical
• Yellow: Open
Cases with a Med.
Priority
• Green: Remaining
• Red: Score is
flagged by CSM
• Green: Default
• Red: Score is
flagged by CSM
• Green: Default
TigerText LOVES Dashboards
Oh how I love thee, let me count the ways…
1.  Reports to show customers are using actively
2.  Reports to show customers are healthy
3.  Reports to show customers are happy
4.  Reports to show CSM’s are busy
5.  Reports to show CSM’s are #winning
6.  Reports to show product isn’t #buggy
©2015 Gainsight. All Rights Reserved.
Driving CSM Productivity
CTAs and Playbooks
Success Plans and Templates
CoPilot and NPS
©2015 Gainsight. All Rights Reserved.
CTAs & Playbooks
TigerText CTA
Why we created it
Intro to CSM (Automatic)
Begin transition from Implementation to CSM
Executive Sponsor Not Identified (Automatic)
Mitigate risk of not having the right clinical
sponsor identified
120 Days Until Renewal (Automatic)
Ensure customer is on track for renewal
NPS Annual Survey (Automatic)
Customer health check
NPS for New Customers (Automatic)
Customer health check
Customer Has No Adoption (Automatic)
Flag adoption risk
Quarterly Business Review (Recurring)
Reminder to schedule QBR and prepare
materials
Select New CPOs (Recurring)
Reminder to sync up with customer to follow
CPO process
©2015 Gainsight. All Rights Reserved.
Success Plans & Templates
Communication
Path
Optimization
Integration
Opportunity
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Co-Pilot drives efficiency and scale at TigerText
●  Personal Touch Emails
○  Emails sent on behalf of the
CSM launched by Cohort
Services
●  Nurture Campaigns
○  Educating our customers
about new TigerText features
●  NPS Survey & Follow up
○  This email is sent every week
to customers who are due for
their annual NPS survey
©2015 Gainsight. All Rights Reserved.
Co-Pilot Best Practices
●  Power Lists
○  Scrub the list for duplicate contacts and naming errors
○  Flag contacts that should not be touched
●  Email Outreaches
○  Give a clear name/title to each email template
○  Delegate one to two owners of Copilot
●  Outreaches
○  Test internally before sending outreach to customers
○  Think about cadence for your customers
○  CC’ the CSM on sensitive outreaches
©2015 Gainsight. All Rights Reserved.
Gainsight ROI
©2015 Gainsight. All Rights Reserved.
Using Gainsight Copilot, CSMs are saving 20 hours per week!
Time Savings with Gainsight Copilot
•  Before Gainsight, CSMs spent an
average of 3.3 hours/week
promoting and following up via email
for Cohort Service events and
initiatives, such as TigerLaunch,
TigerTech, NPS and Brand
Ambassador Program.
•  Leveraging Gainsight Copilot, Cohort
Services is launching 2 outreaches
per week (Personal Touch or
Nurture Track and NPS) in just 6
hours.
•  This includes internal testing, power
list contacts clean up, scheduling the
outreach and any necessary follow
up. All Rights Reserved.
©2015 Gainsight.
Total Hours Saved Sending and Following up
on Emails to Promote Cohort Services Events
and Initiatives
30
26 hrs 15
mins
25
20
15
10
6 hrs 5 mins
5
0
Before Gainsight
Leveraging Copilot
Hours per week emailing
With the hours saved through Copilot, CSMs have more time
to focus on their customers and drive adoption
CSMs are using the hours
back into their day to:
✓  Drive adoption and activate
new users
✓  Focus on CPO strategy and
workflow discovery
✓  Identify the right contacts
and reach out to power
users
✓  Evaluate customer data
✓  Build customer Success
Plans in Gainsight
✓  Capture ROI stories
©2015 Gainsight. All Rights Reserved.
Since the launch of Copilot, WAU have increased by 8% and TMV
has increased by 16% across All Billable Orgs
Increased Low Touch Outreach through Copilot Yields Higher
Engagement
Increased Low Touch
Customer Outreach
Increased Low Touch
Customer Engagement
●  26% average open rate for Gainsight
emails from low touch CSM
1 email per month before Gainsight
●  50+ low touch customer engagements
as a result of Gainsight emails
●  Hundreds of customers and
thousands of contacts touched by
each outreach with very little manual
effort from CSM
3-4 emails per month with Gainsight
©2015 Gainsight. All Rights Reserved.
●  At-risk accounts identified and flagged
for action in Cockpit
100% of CSMs agree that the Gainsight Copilot program is
increasing their job satisfaction
Jill McGregor, Customer Success Manager
o  It takes a lot of time to manually send outreaches to all of my
customer contacts and research who at new/unresponsive sites need
to receive these outreaches. Gainsight co-pilot ensures that the
communication goes out to all of my customers who need to receive it,
and all I have to do is wait for their response. I have even gotten
responses from customers who’ve previously been less responsive to
me!
Jennie Yang, Sr. Customer Success Manager
o  Gainsight Copilot enables outreach to end users who I wouldn't have
touched base with otherwise. From here, I'm able to capture rich
feedback that helps drive our Voice of the Customer program.
Bob King, Customer Success Director
o  Administrative messaging to customers is a very welcome addition. I
like the additional level of contact without the time associated with
©2015 Gainsight.
All Rights Reserved.
"manual"
efforts.
Automated Scorecard in Gainsight Dashboard saves Cohort
Services 4 hours/week!
Before Gainsight:
Step
Time Spent
Manipulation of raw data from Data Team
1 hour
Formatting data into Scorecard template and
computing summary metrics
5 hours
Obtaining customer spotlights from CSM’s
1 hour
Send email to Post-Sales
10 minutes
After Gainsight:
Step
Time Spent
Manipulation of raw data from Data Team
1 hour
Load file to Gainsight via sFTP
5 minutes
Export Gainsight Dashboards to Email
15 minutes
Obtaining customer spotlights from CSM’s
1 hour
Send email to Post-Sales
10 minutes
©2015 Gainsight. All Rights Reserved.
Time Saved: 4 hours 20 minutes
Efficiency + Time Savings = Increased Intelligence for CS
Additional time and resources have allowed CS-Ops to perform tasks such as:
1.  Analyze outreaches
2.  Study customer behavior
3.  Improve existing customer programs
©2015 Gainsight. All Rights Reserved.
Future Measurements of Dashboard ROI
Automated Rules/Reports/Dashboards allow CSMs to identify
best practices, success stories, and/or mitigate adoption
risks, ultimately leading Customer Success to;
Spot and resolve
adoption blockers
↑ 
↑ 
Net Promoter Score
Customer Retention
Uncover usage trends
and value opportunities
↑ 
# of Success/ROI Stories
Find Power Users and
Innovators
↑ 
↑ 
# of Advocates
# of Champions
©2015 Gainsight. All Rights Reserved.
Lessons Learnt and Best Practices for Capturing ROI
● 
● 
● 
● 
Define Success Metrics at the start
of implementation
Share Success Metrics with
Gainsight Team and seek
guidance from peers for
alternatives
You can only measure a delta
when you have a baseline
Everything can be measured –
include customer metrics for
CSMs, efficiency metrics for
Operations, and don’t forget about
team satisfaction!
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QUESTIONS
©2015 Gainsight. All Rights Reserved.
THANK YOU
©2015 Gainsight. All Rights Reserved.