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Value of using Gainsight CoPilot/Email vs. other 1:M email tool


1. Leverage your customer data and insight in Gainsight to build and send more targeted, personal and meaningful email outreach to your customers


2. Integrate all your outreach response data (opens, clicks, etc.) into Gainsight for follow-up action by your team and holistic reporting


3. Ensure your customers are seeing important messages with increased deliverability (avg 60% open rates with Gainsight Email vs 5% with marketing automation*). Because you are managing a separate email system in Gainsight than your marketing automation system you are separating your email reputation scores. You are likely to have a much higher reputation score with Gainsight CoPilot because you are targeting existing customers with verified email address as opposed to leads and prospects.





Value of Gainsight's combined email architecture of Mandrill and SendGrid


1. Sendgrid is ideal for high-usage


- Provides dedicated technical support to Gainsight


- Dedicated IP addresses for each subaccount


- Good advanced whitelabeling


2. Mandrill is ideal for low-usage


- has two years of 99% automation - greater than any other provider in the market


- handled 100% via AP's


- Good dynamic throttling of emails


- Good automatic calculation of reputation





*Verify before quoting in writing
This is helpful Marie.  What would constitute high volume?  Do we need to consider with SendGrid some kind of "IP warmup" process?  What will be the decision process for having a customer signed up on Mandrill or SendGrid?
By default all customers will be created in mandrill. Following are the traits for the customers who can continue on Mandrill




  1. Contact list is dirty or yet to be pruned

  2. Testing the waters..

  3. Sparse sending behaviour Ex: Once in a quarter 20k emails or few hundred email per month

  4. Does not require full white-labelling / Dedicated IP address. Partial white-labelling can be done in Mandrill

  5. Point to remember : According to the automated calc of reputation for each tenant, there is a hourly limit / throttling of emails each tenant can send. This helps during initial phase and if there are accidents like SalesLoft, we can stop the remaining if it is in queue still.... This is very convenient for managing the customers who fall under the above profile
Traits for customers who should to be in Sendgrid 




  1. Requires Email link white-labelling. In case of Mandrill, the links that are sent in emails would contain http://mandrillapp.com?url=http://whateverHere mandrill is added to track the clicks and this can be white labelled to customer_domain.com only in Sendgrid

  2. Dedicated IP address to manage their own reputation.

  3. Sending huge volumes of email on regular basis (10k+ emails per month). We would allocate a separate IP address and isolate the customer from everyone else's reputation. This protects their deliverability and also makes them accountable for their own reputation.

  4. There is no hourly limit / throttling of emails, so the instant email is sent, it leaves for delivery immediately.





Thanks
Marie, is the info you shared going into a product marketing data sheet? I'm reminded that awhile back CSMs were asking for some documentation that compares CoPilot with other email options.  
Hi Lila, we hadn't planned a datasheet - there's one that exists for CoPilot and we just wrote a blog on the differences between copilot vs. marketing automation: http://www.gainsight.com/2015/10/28/copilot-vs-marketing-automation/





I would reference the blog and then if there's still a need for something specific I can put it on my list.

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