{"id":55327,"date":"2024-09-18T09:22:32","date_gmt":"2024-09-18T16:22:32","guid":{"rendered":"https:\/\/www.gong.io\/?post_type=patterns-case-study&p=55327"},"modified":"2025-02-05T10:35:03","modified_gmt":"2025-02-05T18:35:03","slug":"visibility-collaboration-and-predictability-logicmonitor-increases-csm-capacity-by-20","status":"publish","type":"patterns-case-study","link":"https:\/\/www.gong.io\/case-studies\/visibility-collaboration-and-predictability-logicmonitor-increases-csm-capacity-by-20\/","title":{"rendered":"Visibility, collaboration, and predictability: LogicMonitor increases CSM capacity by 20%"},"content":{"rendered":"\n\n
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20%<\/div>\n
increase in csm capacity in first 3 months<\/div>\n<\/div>\n<\/block-factoid>\n\n\n\n
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50%<\/div>\n
average reduction in follow-up time<\/div>\n<\/div>\n<\/block-factoid>\n\n\n<\/div>\n<\/div>\n<\/block-factoids>\n\n\n\n
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The challenge<\/h2>\n<\/div>\n<\/block-title>\n\n

\n\nLogicMonitor wanted to elevate its customer experience, without adding customer success managers (CSMs) for every new customer or burning out existing ones. To provide customers with consistent value \u2014 no matter how big or small they are \u2014 LogicMonitor turned to Gong’s Revenue Intelligence platform and Gainsight integration.\n<\/p>\n\n\n\n

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The outcome<\/h2>\n<\/div>\n<\/block-title>\n\n

\n\nLogicMonitor CSMs save time by using Gong to gain insight into the full customer lifecycle, simplify playbooks, and drive proactive account guidance. The automated workflows they’ve created have led to an increase in productivity and helped influence the company’s growth in net revenue retention.\n<\/p>\n\n\n<\/div>\n<\/div>\n<\/block-case-study-hero-content>\n\n\n\n

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headquarters<\/p>\n

Santa Barbara, CA<\/p><\/div>\n

founded<\/p>\n

2007<\/p><\/div>\n

company size<\/p>\n

1,000+<\/p><\/div>\n

industry<\/p>\n

Software Development<\/p><\/div><\/div>\n<\/div>\n<\/block-case-study-hero-facts>\n\n\n<\/div>\n<\/div>\n<\/block-case-study-hero>\n\n\n\n\n\n

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\n\n\u201cOur customers deserve nothing less than the best from our platform,\u201d reads the company principles of LogicMonitor \u2014 and they have the customer satisfaction scores to prove that they practice what they preach. At 95% satisfaction, LogicMonitor\u2019s AI-powered IT performance monitoring platform has the highest net promoter score of any IT infrastructure management provider. With clients as recognizable and varied as Topgolf, Carrier, Schneider Electric, and the Minnesota Vikings, the company strives to keep it that way.\n<\/p>\n\n

\n\n\u201cMy main priority is all about scaling the business. As a company, we’ve hit the point where we can’t just hire more and more CSMs. So, I’ve been tasked with making sure we can continue to provide that excellent customer experience.\u201d <\/em>\u2014 Jillian Bierman, Director of Customer Success, LogicMonitor\n<\/p>\n\n

\n\nHow does a company ensure that they keep the magic of one-on-one connection and demonstrate sustainable value to its customers, but still maintain its trajectory of growth? In LogicMonitor\u2019s case, they turned to Gong.\n<\/p>\n\n

\n\nLogicMonitor’s customer success team works smarter and more efficiently because \u2014 with Gong’s AI-powered platform \u2014 they now have a clearer picture of each account\u2019s individual status, allowing them to focus on the right areas and save time on administrative work. \n<\/p>\n\n

\n\nAs a result, the CSMs and customers are both happier. CSMs use Gong for coaching, tracking progression over time, identifying churn and growth opportunities, and even generating leads for their sales counterparts \u2014 all without being overworked or burnt out. This helps grow customer satisfaction in turn because the customers each get a more personalized and supportive experience.\n<\/p>\n\n\n\n

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Highly personalized meeting follow-ups done in half the time with AI<\/h2>\n<\/div>\n<\/block-title>\n\n

\n\nCustomer success managers have a huge job: to bridge between sales and customer support, and ensure customers get the most value out of LogicMonitor\u2019s platform. But their time is stretched thin as the company grows and CSMs must manage more accounts. As a result, automations have the potential for huge impact.\n<\/p>\n\n

\n\nThat\u2019s why LogicMonitor harnessed the power of generative AI to increase the productivity of its CSMs using Gong’s Ask Anything<\/a>.\n<\/p>\n\n

\n\nCSMs save valuable time by using Gong to ask targeted questions, find information easily, automatically draft follow-up emails, and share call summaries with their peers. “Gong’s AI has simplified follow-ups so much that our CSMs saved at least 30 minutes on each meeting, cutting follow-up time by an average of 50%<\/strong>,\u201d Jillian says.\n<\/p>\n\n

\n\nLogicMonitor\u2019s teams expedite ramp-up with Gong\u2019s AI querying feature. \u201cAsk Anything helps our newer CSMs get more confident in their writing skills,\u201d Jillian adds. \u201cThey start to develop their own voice and confidence in writing better professional emails, so that’s also a massive time savings.\u201d\n<\/p>\n\n

\n\nIn addition to speeding up follow-ups and improving CSMs writing skills with Ask Anything, LogicMonitor used Gong\u2019s <\/strong>Gainsight integration<\/strong><\/a> to implement a pooled customer success model.<\/strong>\n<\/p>\n\n

\n\nAll interactions are captured in Gong and then passed into Gainsight, LogicMonitor\u2019s customer success tool of record. \u201cAs soon as there’s a call that takes place, it is automatically logged in Gainsight,\u201d Jillian says. \u201cSo, we could trigger our automation based on that particular meeting that Gong creates automatically. That saves our CSMs a whole bunch of time.\u201d Plus, there\u2019s no question whether the call was logged.\n<\/p>\n\n\n\n

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Churn becomes more predictable (and preventable) with data-backed insights<\/h2>\n<\/div>\n<\/block-title>\n\n

\n\nLeaders and managers use Gong to surface the most successful customer calls, offering newer CSMs instructive examples of what has worked in the past, as well as what risk indicators might signal likelihood of churn. This allows for more accurate insights into account health and greater growth predictability.\n<\/p>\n\n

\n\n“Gong helps us quickly identify churn risk so we can mitigate before it’s too late. That way we can predict how close we will be to hitting our net retention target.” <\/em>\u2014Jillian Bierman, Director of Customer Success, LogicMonitor\n<\/p>\n\n

\n\nThese new workflows also help Jillian ensure that CSMs are able to confidently speak to new products and motions, identify key account-health indicators, and ask the right follow-up questions.\n<\/p>\n\n

\n\n\u201c<\/em>Gong\u2019s AI helps LogicMonitor and our CSMs work smarter, not harder<\/em><\/strong>, so we’re spending time in the right places versus just doing a whole bunch of administrative work. That’s absolutely the best way that Gong is helpful for my team.\u201d<\/em> \u2014Jillian Bierman, Director of Customer Success, LogicMonitor\n<\/p>\n\n\n\n

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Visibility and collaboration: the competitive advantages for success<\/h2>\n<\/div>\n<\/block-title>\n\n

\n\nThere\u2019s no such thing as strong company growth without a well-informed sales motion. LogicMonitor is heavily focused on generating leads via customer success by uncovering opportunities and then handing them off to sales reps to close the business. With Gong\u2019s Revenue Intelligence platform at their fingertips, CSMs can streamline workflows when working cross-functionally<\/strong>, providing critical information to the sales team quickly and accurately.\n<\/p>\n\n

\n\n\u201cOur teams work very closely together. Sales is really focused on growth, and we’re a little bit more focused on retention \u2014 but we need both of those to hit net retention. So, that cross-collaboration in Gong is very helpful for our CSMs to understand what motion sales is taking or vice versa.\u201d<\/em> \u2014Jillian Bierman, Director of Customer Success, LogicMonitor\n<\/p>\n\n

\n\nAs LogicMonitor continues to grow, naturally so does the volume of people working with every customer across sales, CS, professional services, and more. The CSM can\u2019t staff every sales or professional services call, but can rely on the visibility and automated insights Gong provides to see what happened in missed interactions to guide the next best steps for  the account.\n<\/p>\n\n

\n\nWith greater visibility across customer calls and account health, CSMs get a clearer picture of everything that’s going on at a granular level on each customer account, making collaboration more streamlined and effective.\n<\/p>\n\n

\n\n\u201cEverybody who touches a given account can see what was talked about on a call,\u201d Jillian says. \u201cAnd it takes two seconds for the CSM, as opposed to 10 minutes that it would have taken to type up all their notes and put them into all their other tools.\u201d\n<\/p>\n\n\n\n

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Revenue transformation becomes a reality<\/h2>\n<\/div>\n<\/block-title>\n\n

\n\nWith Gong, Jillian has been able to grow her book of business by around 100 accounts while keeping the same number of CSMs. She adds, \u201cGong’s AI-powered platform and integrations supported a strategic initiative at LogicMonitor that led to at least a 20% increase in CSM capacity, in just the first 3 months since launch.\u201d\n<\/p>\n\n

\n\nThe reduction in time-consuming administrative tasks has given her confidence in her team\u2019s ability to take on even more accounts without getting overwhelmed or decreasing the value they provide to their customers \u2014 a key component in LogicMonitor\u2019s ability to maintain the growth and success they\u2019ve seen so far.\n<\/p>\n\n\n<\/div>

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