Client Overview
Industry
Enterprise Software / IWMS & Asset Management
Region
Global (Headquartered in Austin, Texas)
Company Size
1,000-1,300 Employees
Featured Solution
Gainsight Community–Salesforce Service Cloud Integration
About the Client
The client is a global software company delivering cloud-based Integrated Workplace Management Systems (IWMS) and asset lifecycle management solutions. Serving customers across multiple industries worldwide, they enable enterprises to optimize built environments through data-driven insights, automation, and scalable digital workplace technologies.
The Gap Between Community Engagement and Support Operations
The client relied on Gainsight Community for customer engagement and Salesforce Service Cloud for internal case management. While both systems were powerful independently, the setup forced customers to leave the community to log or track cases, creating friction.
Multiple logins, limited visibility into case progress, and disconnected workflows. Furthermore, their customers struggled to monitor issues in real-time, while support agents had to manage duplicate requests and authentication challenges.
The client wanted to transform this experience into a seamless, branded support workflow.
The Impact of Disconnected Community and Case Management Systems
Contract creation for the Plus Plan introduced friction into an otherwise streamlined sales motion, turning a critical stage of the deal cycle.
Separate Platform Logins
The customers were required to log into Salesforce separately to create or track cases, increasing friction and slowing issue reporting.
Limited Case Visibility
Users lacked a single, real-time view of case progress within the Gainsight Community, leading to uncertainty and repeated follow-ups.
Repeated Support Requests
Without clear status tracking, customers often submitted duplicate tickets, increasing agent workload.
Inconsistent User Experience
Switching between platforms disrupted workflows and created a fragmented support journey.
Manual Operational Processes
Support teams had to manually map Gainsight users to Salesforce contacts, introducing inefficiencies and data inconsistencies.
Authentication and Access Challenges
Dual authentication caused login issues and increased IT support overhead.
Limited Support Journey Insights
Lack of integrated analytics made it difficult to track user behavior and engagement across the case lifecycle.
From Disconnected Systems to Seamless Support with Gainsight–Salesforce Integration
To address these challenges, our Salesforce and community experts evaluated the ecosystem, pinpointing gaps in experience, authentication, and visibility. We then implemented a unified Gainsight Community–Salesforce Service Cloud integration using Experience Cloud and OpenID Connect (OIDC).
- Secure Single Sign-On (SSO) Implementation
Our experts configured OIDC-based SSO to eliminate duplicate logins, automate user-to-contact mapping, and streamline secure access.
- Branded Salesforce Experience Cloud Integration
Then, we embedded Create Case, Case List, and Case Details pages within Gainsight while maintaining consistent branding and user experience.
- Unified Case Management Inside Gainsight
We enabled the users to create, view, and manage support cases directly within the community, including comments, attachments, and real-time updates.
- Smart Case Creation Automation
Auto-populated key fields, applied priority logic based on issue type, and included validation rules with contextual notifications.
- Advanced Case Visibility & Tracking
Then, we delivered filtered case views, searchable lists, and complete audit trails for updates and attachments.
- Analytics & Behavioral Insights
Finally, we integrated Google Analytics at the Experience Cloud level to track user interactions across case creation, tracking, and engagement journeys.
A Unified, Self-Service Support Experience Inside Gainsight Community
Fragmented support was costing time, creating frustration, and undermining trust. Through the Gainsight–Salesforce integration, we enabled the client to transform their customer support model into a seamless, self-service experience. The unified environment enhanced transparency, reduced duplicate tickets, and improved both operational efficiency and customer satisfaction.
Highlights
50%
Faster Case Creation
25%
Reduction in Agent Effort Through Automation
15–20%
Decrease in Duplicate Support Tickets
Real-Time Case Visibility Within Community
Conclusion
When customer engagement and support systems don’t talk to each other, it creates fragmented journeys, slower resolutions, and extra work for support teams. By integrating Salesforce Service Cloud with Gainsight Community, the client’s operations became smoother and gave customers real-time visibility and a consistent, self-service support experience.
If your support tools are still disconnected or rely on manual processes, it might be time to rethink how Salesforce integrations can bring everything together. Our Salesforce experts can help you design unified support workflows that save time, reduce agent effort, and delight your customers. Get in touch with us at [email protected].
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