Overview
Staffbase is a fast-growing employee communications cloud that equips many of the world’s leading companies—such as Adidas, Audi, and DHL—with innovative solutions that help them reach and engage their employees through motivating communication.
They connect companies with their workforce through a branded employee app, intranet, email, SMS, digital signage, and Microsoft 365 integrations, all of which can be managed through a single platform. In 2023, Staffbase was recognized as a leader in the Gartner® Magic Quadrant™ for Intranet Packaged Solutions and received the 2024 Choice Award for Intranet and Employee Experience Platforms from ClearBox.
Headquartered in Chemnitz, Germany, the company has a global presence with offices in New York City, London, Berlin, Sydney, and Vancouver.
The challenge
Staffbase were looking to implement Gainsight with the intention to improve the overall value they give to their customers. Following some hurdles during their initial Gainsight implementation and the departure of a Customer Success Operations Lead, Staffbase faced a resource gap in supporting their CS technology.
Due to tight timelines, Staffbase urgently needed a subject matter expert, and hiring and training someone would imply significant time delays. They wanted a partner with comprehensive knowledge who would not only execute on their needs but also challenge their plans with best practices. It was important that this partner could guide them with a roadmap, understand their business priorities and commitment to their customers, and work independently with minimal support.
Based on strong recommendations and excellent references, they decided that working with Atomify was the clearest way to achieve results.
The course of action
Well-defined roadmap:
Atomify prepared a 12-month Gainsight roadmap for Staffbase, consisting of 42 strategic projects to be spread throughout the year, all of which focused on creating the best possible experience for Staffbase customers. This created structure and visibility within the CS Org, streamlining requests coming from various channels and seniority levels, while allowing all Staffbase employees to be fully aware of what was planned and when they could expect different projects to be live. A quarterly re-prioritisation exercise and Gainsight eNPS survey gave Staffbase the possibility to revisit and reshuffle projects based on priorities if needed.
Clear time tracking:
The Professional Services team did not have a tool to aggregate and report customer hours logged by an onboarding team. Atomify built custom time tracking dashboards featuring various utilisation KPIs to enable Team Leads to see the big picture of their team’s working time with each customer and ensure they were delivering at the highest quality — such as how over- or under- utilised the team members were and how well each team was doing against quarterly targets.
Product Healthiness Score:
The Staffbase Data Analytics team set out to build a churn prediction model, initially focusing on Staffbase product attributes. Their data experts developed a Product Healthiness Score, which needed to integrate seamlessly into the Gainsight system. Atomify simplified this into a concise Health Score and mapped it into Gainsight's scorecard model, enabling end-users to quickly grasp the situation in seconds and help them see how to best improve the service given to customers.
Scaled Success Engagement:
Atomify crafted a Success Plan called Success Engagement for customers without a permanently assigned CSM. Key events — such as an expansion, renewal, or risk — would trigger the system to assign a temporary CSM from a designated pool to engage with the customer. Success Engagement provided templates for the temporary CSM that outlined clear guidance depending on the event type, streamlining and simplifying the process and creating a meaningfully positive impact on the customer experience.
To ensure accountability, Atomify built a global dashboard for the Team Lead, giving them full visibility on how all accounts in the segment were performing and whether temporary CSMs were driving impact on expansion, renewal, or risk management. This plan allowed Staffbase to take a proactive approach to accounts in potential risk and track progress, report on outcomes, and learn from the process.
GainBites sessions:
Bi-weekly learning sessions were launched for the Staffbase team, in order to educate end users on best practices and tips ‘n’ tricks for using Gainsight.
The outcome so far
“Atomify has consistently challenged our thinking, guided us in the right direction, and delivered results with efficiency. Auste’s ability to work independently with minimal resources, combined with her attention to detail, organisation, and structured approach, has been truly impressive. Plus she's a pleasure to work with!”
- Mollie Luckhurst, Global Director CS Programs at Staffbase
A key impact of Atomify’s partnership with Staffbase, outside of streamlining Gainsight processes for an optimal customer experience, has been improving the internal perception of Gainsight within the company. The regular, concise training sessions initiated by Atomify for the Customer Success team significantly increased engagement and helped shift the mindset of some of those who were previously sceptical of the product.