Marcura is the company behind eight of the leading brands streamlining processes in the maritime industry. Their solutions include DA-Desk, PortLog, MarTrust, ShipServ, MCaaS and ClaimsHub.
For over 20 years, they have been developing platforms to digitally transform shipping, pioneering new ways to enhance compliance, transparency and efficiency. They work closely with global customers and partners, creating value through standardisation, data-driven decision making and integration of new technologies.
Founded in 2001 and headquartered in Dubai, Marcura has over 800 customers and employs nearly 1,000 team members across the globe.
Overview
The challenge
Initially, Marcura lacked the necessary technical resources to onboard the Relationships feature on Gainsight — an added functionality designed to help them better manage multiple products within their CS Organisation. Companies that want to use Relationships require a technically strong Gainsight Admin, and Marcura wanted to have the functionality designed and running within two months. Therefore, they needed a safe pair of hands from both an execution and best practice perspective, and were looking for a service package that would deliver on strong communication, responsiveness, and reliability of service. They also wanted to educate their CS team, so that they would be capable of doing things themselves in the future.
From their very first conversations, Marcura felt that Atomify understood their challenges, asked the right questions, and suggested solutions perfect for their particular circumstances.
The course of action
Rather than just bombarding Marcura with best practices and available options, Atomify kicked off the project by leading a thorough discovery session on requirements for stakeholders new to Gainsight. This exercise increased understanding of the complexity of the process and enhanced empathy among the Marcura CS team towards their own customer base and onboarding process.
Discovery session
After discovery, a design process took place to synthesise stakeholder answers and merge them with best practices. This helped Marcura understand that a quick build would not be enough and to truly see the value of the Relationships functionality, they would need multiple scorecards, various CTAs on different products, different C360 layouts, and more.
Design
After designing Relationships, the configuration priority list for Gainsight items and Marcura’s product was agreed. With a clear plan in place, Atomify was able to confidently check off items from the build log and progress through the QA process. Within two months, the Relationships feature was live and ready to go as desired.
After assisting Marcura with the one-off implementation of Relationships in Gainsight, Atomify was able to earn Marcura’s trust by showing we could embrace their unique business challenges.
Atomify has since stayed on board to help Marcura navigate the complexities of the platform post-onboarding. We now manage their entire Gainsight ecosystem, from overseeing Gainsight’s appointed CSSC resource and running end-user CSM training to adjusting PX and CS products to support future growth.
Build
The outcome so far
“For teams unable to have their own CS Ops, or who are early in their Gainsight journey, Atomify is a great option. More than just executing on requests, the Atomify team provides guidance on options, best practice tips ‘n’ tricks, and training for greater self-sufficiency.”
- Emma Wilson, SVP Strategic Customer Partnerships at Marcura
Key accomplishments include:
One place for customer teams
Moved specific Product Onboarding and CSM teams on Gainsight so that all Product information and customer communication can be found and collaborated on in one place by Customer facing teams.
Consumption-based forecasting
Created a model that integrates actual, budget, and forecasted data into Gainsight dashboards. Based on predefined thresholds, over- or under-forecasted accounts trigger CTAs for CSMs to investigate. Following the investigation, re-forecasted numbers are adjusted.
Renewal framework
Introduced automation to assist with annual renewals, reducing the administrative burden on CSMs and providing improved reporting to managers.