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Software AG Revolutionizes Customer Success with Gainsight's Solutions

Overview of Software AG's Transformation with Gainsight

Software AG, through its TrendMiner product, opted to enhance its digital customer success model using Gainsight's Customer Success (CS) and Product Experience (PX) solutions. This strategic shift aimed to deliver personalized experiences at scale, resulting in significant improvements in key metrics.

Challenges Faced by Software AG

With a shift to a subscription SaaS model, Software AG needed to prioritize customer experience to boost retention and prevent churn. Understanding the diverse needs of both decision-making customers and individual end users posed a significant challenge, especially with incomplete product adoption data.

Implementing Gainsight's Solutions

By adopting Gainsight's platform, Software AG gained a unified view of customers, enabling the operationalization of customer journeys through tailored playbooks, success plans, and more. The integration of Gainsight's CS and PX solutions facilitated the mapping of customer and user journeys, delivering personalized engagements powered by robust usage data analysis.

Realizing Impact and Success Metrics

The integration of Gainsight's solutions yielded tangible results for Software AG, including a substantial increase in NPS scores, improved user activation rates, and enhanced user engagement. By leveraging in-app communications and automation, TrendMiner achieved a 35-point NPS increase and a 10% surge in user activation, highlighting the success of their digital customer success initiative.

Future Outlook and Continued Innovation

Looking ahead, Software AG plans to further enhance its Digital CS model by focusing on self-service initiatives and automation. By leveraging Gainsight's solutions, the company aims to streamline customer interactions, drive product adoption, and ensure continued customer success in the rapidly evolving digital landscape.


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