Company Overview
Gainsight’s customer retention platform combines AI-powered solutions for success, product, education, and community—helping businesses reduce churn and grow faster. Their services team is responsible for managing Statements of Work (SOWs) efficiently to support their professional services engagements.
The Challenge
Prior to implementing WorkRails, Gainsight’s services deal desk team created SOWs manually, using Excel spreadsheets and a master document template. This process was time-consuming, often requiring two to three days for turnaround, leading to delays and inefficiencies. Standardization was lacking, and the growing number of custom service requests further complicated the workflow.
The Solution
Gainsight adopted WorkRails to streamline and automate their SOW creation process. Initially, the tool was introduced to standardize offerings and reduce the volume of manual requests. The Professional Services team was given direct access to WorkRails, allowing them to generate standardized SOWs without going through the deal desk team, significantly reducing the workload.
Key Benefits & Results
- Reduced Turnaround Time.
- Before WorkRails: SOW turnaround took approximately 2-3 days.
- After WorkRails: Standardized SOWs are generated in less than 30 minutes, with most completed in just a few clicks.
- This efficiency allows the team to dedicate more time to handling custom service requests.
- Increased Standardization & Scalability.
- Standardized offerings now include built-in flexibility, allowing for customer-specific customization while maintaining efficiency.
- The self-service capability allows the services sales team to update and adjust scope on SOWs directly through WorkRails while also maintaining accuracy.
- Over time, Gainsight has increased its use of WorkRails from handling 45% of requests initially to approximately 65% today.
- Seamless Integration with Salesforce & Kantata.
- Full integration with Salesforce and Kantata provides earlier visibility into project creation and resource forecasting.
- Gainsight can now track resource needs with greater accuracy, improving planning and capacity management.
- Enhanced Partner Management.
- WorkRails facilitates subcontracting by enabling partner SOWs to be processed seamlessly.
- This ensures accurate contracting of partners for supplemental staffing, improving efficiency in service delivery
Conclusion
By implementing WorkRails, Gainsight has transformed its SOW management process,
achieving faster turnaround times and greater standardization. The automation and integration
capabilities of WorkRails continues to drive efficiency and scalability, allowing Gainsight to focus
on delivering exceptional service to its customers.
How Gainsight Enabled Workrails by BigTime to Accelerate SOW Turnaround from Days to Minutes
Do you think your firm is ready to unlock a streamlined service sales process with the powers of Services CPQ? Book a demo to see how Workrails by BigTime can accelerate revenue, attach the right services and reduce churn.