Gainsight
Industry
Cloud Software
Healthcare
1 more industry(es)Okta's Digital Customer Success Journey
Summary
Okta implemented a data-driven program using Gainsight to address low product adoption and retention among digitally-only covered customers, leading to improved adoption, retention, and customer satis...
Products
Software
Gainsight
A customer success platform used to consolidate data, build queries, and design customer engagement strategies.
Challenges
- 85% of customers were only digitally covered and exhibited unhealthy usage behavior, leading to low product adoption and poor retention.
Solutions
- Data-driven program to identify and reach out to low-adopting customers via automated and human touchpoints.
- Deployed real-time monitoring and analytics platform
- Migrated to cloud-based scalable infrastructure
2 more solutions available
Outcomes
- 20% of program participants adopted targeted behaviors.
- Achieved 24/7 real-time visibility and monitoring
- Successfully scaled operations to support 3x growth
- Decreased operational costs by 40% annually
- Improved data accuracy and accessibility by 85%
- Automated 70% of manual processes
5 more outcomes available
Target Organization
Okta
Description: Provides cloud software for user authentication and identity management.
Industry:Cloud Software, Identity and Access Management