You can't scale through headcount alone. Technology can unlock your post-sales growth potential, but how can you know whether Gainsight is the right technology for your use case? Learn from RingCentral's implementation.

1. 01.25.2017
RingCentral’s Path to
Customer Success

2. Agenda
1. Introductions
2. Why Gainsight
3. Challenges
4. Future Plans
5. Q&A

3. Today’s Presenters
Tim Wilbourn
Customer Retention &
Strategy Director,
RingCentral
Chris Beaven
Enterprise Customer
Success Manager,
Gainsight

4. Global coverage
80+ COUNTRIES Magic Quadrant
Worldwide Leader
2,600+
team members
67% customer-facing
365,000+
business customers
13+ years of
INNOVATION
18%
Revenue
committed
to R&D
Worldwide Leader in Cloud Communications &
Collaboration

5. 500 – 1,000
Employees
100 – 500
Employees
Less than 100
Employees
1,000+
Employees
Carriers
Selected by Leading Organizations

6. Why did we buy?

7. What we were looking to do?
Drive Consistency Across the Team
Increase user adoption
Scale Existing Operations
1
2
3

8. Scope of the RFP
• Drive Consistency Across the Team
• Team had expanded to 200 Signature Account Managers
• 5 Offices World Wide
• Scale Existing Operations
• Transition the strategy from reactive towards proactive approach
• Internal Security and CPNI requirements
• Increase Customer Adoption
• Needed a single source of usage information for customer

9. What challenges did
you face?

10. Implementation was not simple
Implementation Crawl Walk Run
Data Source
$$$

11. What does the future
hold?

12. Gainsight will act as the system of
record providing the ‘single pane of
glass’ for customer data
• SFDC standard and custom objects
• Lifecycle CTAs
• Lifecycle CoPilot Outreaches
• Success Plans
Crawl
Game Planning the Future
Phase 1
Enable customer success playbooks
to catch risks early and minimize
escalations
• Automated Health Scorecards
• Engagement-driven CTAs
• Data Integration
Walk
Phase 2
Cross-functional collaboration
• Migrate existing processes into a
single system
• Dashboards and Reports for full
visibility
• Engagement-driven CoPilot
Outreaches
• Engagement-driven CTAs
Run
Phase 3

13. Q&AQ&AQ&A

14. Thank YouThank YouThank You