Case Study


Box Chooses Gainsight to Power Customer Satisfaction, Adoption, Renewals, and Expansion

Box is transforming the way people and organizations work so they can achieve their greatest ambitions. As the world’s leading enterprise content management and collaboration platform, Box helps businesses of all sizes in every industry securely access and manage their critical information in the cloud.

Although Box continued to iterate on its own processes within Salesforce, they knew that there were vendors on the market that were developing customer success solutions. The team was waiting for the ‘inflection point’ for when a vendor could provide a better solution than they could build themselves.

With Gainsight, Box was able to:

  • Develop an executive dashboard that shows an overall ranking of key metrics
  • Focus attention on a customer and organizational basis
  • Check in with the CSM team to ensure they have a strategic plan
  • How to conduct a thorough research phase
  • And much more!

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