WingArc 1st Implements Gainsight to Enhance Customer Engagement and Lead Generation

Gainsight Empowers WingArc 1st to Transform Customer Engagement

WingArc 1st, a leading provider in data utilization and reporting in Japan, has officially integrated Gainsight, a renowned Customer-Led Growth platform, to enhance their customer engagement and lead generation processes. This strategic partnership, announced recently, aims to elevate WingArc's customer success initiatives by leveraging Gainsight's expertise in customer relationship management.

The integration project commenced in December 2023 and involved a comprehensive six-month planning phase that included designing, building, and testing the platform. By May 2024, they commenced full-scale operations with their Business Intelligence dashboard, MotionBoard, marking a significant milestone in their operational evolution.

Recognizing the importance of adapting to a subscription model, WingArc has taken steps to evolve its traditional high-touch customer support system. The need for a more strategic, ongoing customer relationship framework arose, especially when realizing that visibility into customer status could not alone dictate timely and effective responses. Previously, decisions were often left to the individual representatives, resulting in varied quality and dependence on personal experience, which posed replicate and stability challenges.

To counter these issues, WingArc pursued the introduction of Gainsight's highly specialized tools. By integrating multiple data sources, such as contract information, product usage status, and inquiry history, Gainsight's system supports on-ground behavioral changes necessary for effective customer interactions. As a result of these enhancements, within just six months of the integration, WingArc has seen a 1.5 times increase in customer touchpoints and a notable 2.3 times increase in lead acquisition, based on KPIs - clear proof of the fruitful partnership.

Additionally, the collaboration has fostered stronger connections between customer success teams and sales management, facilitating a cohesive customer support structure that spans departments. Gainsight serves as a strong advocate for WingArc's Customer-Led Growth, offering both a replicable action framework and a flexible data integration backbone that are essential for systemic improvement.

Looking ahead, WingArc plans to implement further technological advancements, including automation of conversation records through integration with Zoom and action proposal functionalities using generative AI. These initiatives aim to establish a 'Digital Customer Success' model that enables high-quality customer interactions with fewer resources.

Comments from the Leadership
In a statement, Satoru Watanabe, Division Manager of Business Data Empowerment SBU/Customer Experience at WingArc, affirmed that the organization's growth hinges on their customers' successes. He highlights their commitment to building a system that ensures continuous value provision globally, recognizing Gainsight as an indispensable partner in this transformation.

Meanwhile, Yu Kimura, President of Gainsight Japan, praised WingArc for its organization-wide transformational efforts centered around customer success. He emphasized that this embodies the core notion of Customer-Led Growth, a value that Gainsight champions. Kimura reiterated Gainsight's commitment to supporting businesses in creating sustainable growth strategies alongside their customers.

About Gainsight

Company Name: Gainsight, Inc.
President: Yu Kimura
Location: Midtown Tower, 18th Floor, 9-7-1 Akasaka, Minato City, Tokyo
Established: April 2022
Business Overview: Gainsight specializes in Customer Success, Product Experience, and Community Engagement, delivering the industry’s foremost Customer-Led Growth platform. This platform places customer priorities at the forefront, enabling human-first practices across various operations. With advanced data analytics, Gainsight identifies at-risk customers, builds process frameworks to resolve issues, and tracks customer outcomes through data-driven engagement, effectively minimizing churn rates and amplifying business growth through expanded product use. Notable clients include Sansan, BizReach, and Yahoo.

For further details, visit their official website.