We recently released a one-click integration between our Customer Education (CE) product (FKA Northpass) and our Customer Success (CS) product. Release notes can be found here. With this out of the box integration you gain the ability to:
- Build custom reports on CE data within CS
- Send CE data to external systems via CS
- Enroll Learners into Courses as an action within Journey Orchestrator in CS
This allows you to more efficiently:
- Give your Customer Success team access to their clients’ Customer Education activity
- Pair your CE data with data from other sources to make it more insightful
- Take action on your CE data
Getting Started
Once you have Gainsight Platform SSO enabled, you can turn on the CE Connector on the Connectors page. If you don’t see this option, please open a support ticket. There is no configuration necessary to get the data flowing, and it will sync once a day after it’s enabled.
You can see a list of the objects here that will now be available in CS for use in Reports, Data Designer, Journey Orchestrator, and Rules.
These objects will have lookups to Company, Company Person, and Person objects in CS. This lookup is done via the Email Address of the Learner. If there isn’t a Person with an exact email match, the integration looks at the email domain to try to determine which Company to associate with that Learner.
Reports and Dashboards
Custom “Community” tab on C360
You can add a tab to the C360 to house that Company’s CE data. Recommended reports for this section include:
- Learners (CE Learner object)
- Learning Progress (CE Learning Progress object)
- Certificates (CE Certificate Achievement object)
A CSM can use this data to gauge the proficiency level of their client contacts, as well as see where they’ve recently been expanding their knowledge.
Dashboards
I recommend creating different dashboards for the different personas who will be consuming this data in CS. Two I recommend considering are a CSM dashboard and an Executive dashboard.
- A dashboard for CSMs shares valuable insights on the education activity across their book of business.
- A dashboard for Executives gives them visibility into CE data and how it ties into ARR, Segment, Stage, Healthscore, and other data that lives in the CS product.
Coming very soon we will have an out of the box dashboard using your CE data. Release notes here- keep an eye out for more information after this feature is released!
Actions in Journey Orchestrator
You can create a query against the available CE objects in order to build your Audience. There are many actions available within JO that you can take from there. Below I have some suggested program actions.
Email Campaign:
- Query for learners associated with Companies based in France, and promote a set of courses that were recently translated into French.
Send to Slack
- Send a list of registrants for an upcoming Training Session to a Slack channel.
Create a CTA
- When a Learner earns a Certificate, create a CTA for their CSM to reach out with congratulations. (This can also be accomplished using a Rule).
Enroll in CE
- When a Company’s Stage changes to Onboarding, enroll the associated contacts with the Persona “Admin” in an introductory course in CE.
Assign badge in CC
- If you also use CC- Gainsight’s Customer Community product- you have the option to award a badge to a Community participant. You could award a Community badge to those users who completed a certain Learning Path in CE.
Send CE data to other systems
The CS product has the ability to send data to many other systems. This includes Gainsight’s Product Experience tool (PX) as well as external tools such as CRMs and data lakes.
Send to PX: If you have Gainsight’s PX product, there is an action in Rules Engine to send data to PX. You could update a PX user with data on the Certifications they’ve achieved in CE. This could then be used to target an engagement via PX.
Send to CRM/Data lake: CS has many out of the box connectors, which you can read about here. You can also send data via csv files to an S3 location, where it can be picked up and ingested by a tool with no out of the box connector. You can read more about that here. Once you have CE data in CS, you can include that in the data that is sent from CS to other important systems you use.
Utilize CE data in Rules and Company Scorecard
Once you have data on the course completion and certificate achievement of your learners in CS, you can utilize that data as a measure within the overall Company healthscore. In order to make it easier to utilize your CE data in CS, we released two out of the box Rule Templates which you can read about here.
One of the out of the box Rule Templates sets a “User Education Engagement” score based on the education activity within CE. You still have the option to build your own rule to set the score for this measure instead.
There is also a Rule Template that lets you set a threshold for number of learners with a certain certification. If a Company has fewer certifications than what is configured, a CTA is created. You can also build out your own custom rules based on what actions you need to drive within CS.
Do you plan to implement any of these suggestions? Please drop any thoughts or questions you have below!
