Case Study: PartsSource delivers double-digit retention gains with Gainsight
Key results
The challenge
PartsSource's customer-facing teams spent time searching across systems for the data needed to understand account health, and preparing executive business reviews took two to three days of manual work. The company wanted a single source of truth to get ahead of issues before they escalated.
The solution
PartsSource consolidated its customer experience program on Gainsight, using the platform to identify the parameters that drive a strong customer experience and to automate reporting so teams no longer had to hunt for data.
“We put it all on Gainsight to help us identify parameters that drive a great experience, so teams don't go rummaging for data.”
BCBrad CasemoreChief Customer and Growth Officer, PartsSource
The results, in context
PartsSource increased gross revenue retention by 10% and cut executive business review preparation from two or three days to minutes through one-click automation. The unified view helped teams get closer to customers and ahead of escalations.