Forecast Case Study
“nCloud’s implementation was successful because they had a very systematic approach and were able to triangulate our CS goals with Gainsight’s capabilities and the needs of our CSMs.”
Forecast, the Work Intelligence company that delivers an AI-native platform for Project &
Resource Management, wanted a single source of truth for its Customer Success (CS) team to
assist with collaboration across departments. Forecast purchased Gainsight with a focus on
providing excellent service to customers by enabling CSMs to have increased visibility into
customer health and the tools to be able to support customers more efficiently.
nCloud Integrators assisted Forecast with its Gainsight Essentials Plus implementation. Aldo
Chavez, Director of Customer Success with Forecast, discusses his approach to the Gainsight
implementation and how new processes are making his team more efficient.
Approach
"At Forecast, we know first hand how important a successful software implementation is
because we help our customers with project delivery everyday," states Aldo Chavez, Director of
Customer Success (CS) with Forecast. “nCloud’s implementation was successful because they
had a very systematic approach and were able to triangulate our CS goals with Gainsight’s
capabilities and the needs of our CSMs.”
Forecast took a phased approach in its rollout of Gainsight. Chavez discusses this approach, “At each phase, we asked two questions: What are our top priorities to achieve during this phase, and what capabilities within Gainsight can we take advantage of to accomplish these goals?”
The company’s Phase 1 focused on tweaking gaps in current processes and integrating data
from Salesforce and Zendesk. nCloud Integrators assisted Forecast in achieving its Phase 1
goals and kept the project within the go-live timeline of 8 weeks.
Chavez continues, “I think the biggest advantage of working with nCloud Integrators was being able to talk to somebody who fully understands how Gainsight works and who can make the connection between our business objectives and the platform’s functionality with real-use cases.”
Outcomes
The Phase 1 rollout enabled each CS team member to be able to view his/her specific accounts
and have a clear picture of what Forecast features are being used, implementation stage, recent
interactions and customer health score all in one location. This information helps CSMs
prioritize activities in a more efficient manner.
The customer health score is also consistent across the organization. CSMs no longer have to
go to five different systems to pull data into a spreadsheet and sort various ways to understand
customer health. In addition, Forecast incorporated more in-depth measures in the health score
including implementation timelines and durations, product health, support tickets and sentiment.
Take-Aways
Chavez shares advice to others looking to implement Gainsight, “Keep it simple. There is going
to be a lot that you'll want to do as you get in to your implementation. You will have ‘Aha!’
moments and ideas of what you can do or leverage with the new platform. Keep focused on
only the top priority items you identified for your rollout. Also, it is important to communicate with
team leads from each department, as well as within your customer success team, to make sure
you incorporate what each team wants out of Gainsight, so you can build it into your rollout
plan.”