Customer support ·

Egnyte Streamlines Customer Success Management with Gong

The problem

Gong was initially adopted only for Egnyte's sales team, leaving customer success managers without efficient tools for tracking customer interactions, detecting churn signals, and identifying upsell opportunities.

Workflow diagram · grounded in source
1
Calls and emails captured
integration
“Infinite memory for calls and emails for the account lifecycle”
2
Churn alerts surfaced
output
“Alerts that serve up leading indicators of churn”
3
Upsell opportunities identified
output
“Ability to uncover upsell opportunities and growth”
4
Voice of customer captured
integration
“True voice of the customer, captured in Gong calls”
5
Efficient follow-ups delivered
output
“Working with Gong has allowed us to be more efficient in our follow ups with customers after business reviews, cadence calls, etc.”
Reported outcome

Gong enabled Egnyte's CSMs to be more efficient in follow-ups after business reviews and cadence calls, while surfacing churn alerts, upsell opportunities, and voice-of-the-customer insights.

Reported metrics
CSM follow-up efficiencymore efficient in our follow ups
Team lives efficiencyso many ways that this is going to make my life and my team's lives more efficient
Reported stack
Gong
Source
https://www.gong.io/customers/case-studies/egnyte-streamlines-customer-success-management
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Gong enabled Egnyte's CSMs to be more efficient in follow-ups after business reviews and cadence calls, while surfacing churn alerts, upsell opportunities, and voice-of-the-customer insights.

What tools did this team use?

Gong.

What results were reported?

CSM follow-up efficiency: more efficient in our follow ups; Team lives efficiency: so many ways that this is going to make my life and my team's lives more efficient (source-reported, not independently verified).

How is this customer support AI workflow structured?

Calls and emails captured → Churn alerts surfaced → Upsell opportunities identified → Voice of customer captured → Efficient follow-ups delivered.

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