Case Study: Pipedrive gives its CS team 8,000 hours back with Gainsight
Key results
The challenge
Pipedrive's customer success organization was weighed down by manual processes and an accumulation of technical debt in its Gainsight instance, including an unwieldy set of CTA types and object fields. Low survey response rates also limited the customer feedback the team could act on.
The solution
Pipedrive rationalized its Gainsight configuration and moved NPS surveys in-app through Gainsight PX, consolidating CTA types and object fields to reduce complexity and reclaim CSM time for revenue-generating work.
“The easier it is to do things in Gainsight, the more time the CSMs and CSSs have to schedule calls and make new connections — because that's what generates revenue.”
ACAurelio CunhaDirector of Customer Success, Pipedrive
The results, in context
The team eliminated roughly 8,000 hours of manual work — the equivalent of four to five full-time employees of freed capacity — and cut Gainsight technical debt by 60–70%. In-app surveys lifted the NPS response rate from 1–2% to 9.6%, and net revenue retention moved from 91.8% to 92.7%.