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karen_862eb1
karen_862eb1
Contributor ⭐️⭐️
February 29, 2016
New Idea

Need a way to delete Inactive customers from Gainsight with a Rule

Related products:CS Rules Engine
  • February 29, 2016
  • 17 replies
  • 340 views
I would like to be able to delete customers from Gainsight that have changed from Active to Inactive status in Salesforce.  Ideally I'd be able to do this with a Rule, but support has advised me that is not currently possible.  The two manual options they provided are (1) to delete them manually (I filtered the Customers page on status, chose the Inactive ones, and had to delete one by one using the trash can icon; obviously I'll need to repeat this daily or weekly or monthly), or (2) to create filters to filter them out (which seems less safe to me in case a filter gets missed, then the total on the Customers page won't equal totals on dashboards).  It would be great to do this nightly with a Rule.  Thank you!

    17 replies

    lane_h
    lane_h
    Helper ⭐️
    February 29, 2016
    Hi Karen,

    When a customer moves to "Inactive", is there no possibility of them becoming active again? I'm wondering why you would want to delete them and lose the data around the account.

    We use inactive and churned customer data to be able to compare others to to know what similarities they have to hopefully keep other customers from churning.
    Director of CX and Scale Programs
    karen_862eb1
    karen_862eb1Author
    Contributor ⭐️⭐️
    February 29, 2016
    Hi Lane, and thanks for the reply.  The reasons our customers churn can be many and complicated, and I'm not sure we could do meaningful trend analysis on and prediction of churn by using Inactive customer data in Gainsight, although perhaps we will devise at least a rough method of tracking.  What I was trying to prevent was logging in as each of my users, applying the appropriate filters so they only see Active customers, then they get in there and remove the filter (which some users will do even when advised not to), and then they wonder why the customer total on the Customers page doesn't equal what's showing on the Dashboards.  We'll find a workaround, though, and thank you again for your input!
    sundar
    sundar
    Expert ⭐️
    March 1, 2016
    In Rules engine, we do not have an action to delete a record. Not many requests around this. Will wait to see if we get more votes on this.
    mike_ewing
    mike_ewing
    Contributor ⭐️⭐️
    March 2, 2016
    Hi Sundar, we would like to request this functionality as well.
    kati_kamilova
    kati_kamilova
    Contributor ⭐️
    March 2, 2016
    we too
    jeffrey_dasilva
    jeffrey_dasilva
    Helper ⭐️⭐️
    March 2, 2016
    This is especially important until Gainsight can support Relationships fully.  What we are experiencing is we have a customer churn with one subscription which we leave churned.  And then create a new subscription when the customer returns.  We currently have to deal with loading churned customers because we can't delete them.  We then have another rule to load active customers.  This means that we are loading the same account record twice from a churned customer and an active customer which is becoming difficult to manage.
    sundar
    sundar
    Expert ⭐️
    March 4, 2016
    Thanks. It is added to roadmap with the # of votes. Will keep you posted when I have an ETA on this.
    tim_23349f
    tim_23349f
    Contributor ⭐️⭐️
    May 24, 2016
    Hi Sundar, throwing a vote in for this as well. We're going to try and leverage Gainsight more on the trial side of things. However this is going to create an issue similar to what Jeff mentioned where a customer trial will expire, then they will create a new one (sometimes rinse/repeat many many times). I'm anticipating this is probably going to cause quite a difficult problem with account duplication so we may not ultimately be able to move forward.
      divya_sedimbi
      divya_sedimbi
      Contributor ⭐️⭐️
      May 18, 2017
      +1 on this. Need the ability to delete records from MDA using rules.We load close to 2 million records per day into MDA, out of which 20% are qualified for processing. The remaining records need to be cleaned up and having a rule for this would be helpful.
      samantha_braastad
      samantha_braastad
      Contributor ⭐️⭐️⭐️⭐️⭐️
      August 3, 2017
      +1 for us as well. We have a sub-type of customers that only has a one-time fee. We would like them added for some initial communications through Co-Pilot but after they are done with their one time service, they are not a customer. 
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