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Gainsight Inc.

Configure Company Intelligence

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

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This article explains how to set up the Company Intelligence feature by configuring the list of companies and signals your organization wants to track. 

Overview

Company Intelligence helps users to stay informed about their customers and competitors. It processes the information to the customers by searching publicly available information on the companies and signals in which they are interested and shares the information through Slack/Company Intelligence section in the C360 page. 

To set up the Company Intelligence feature, admins must configure the list of companies and signals to track. If you are storing the corporate URLs of these companies, provide the field in the company object that contains the information. 

After the companies and signals are selected, the process of identifying the correct company in the database against each company the user has provided begins. This resolution process usually takes 10 to 15 minutes, and it takes more than 15 minutes if the company is not found in the database. 

Configuring Company Intelligence

To configure the companies and signals for Company Intelligence:

  1. Navigate to Company Intelligence. The Company Intelligence screen appears.
  2. Click Configure. The Opt-In screen appears with the following sections:
    • Details: This section is used to provide the information related to name and description for the selection of companies and signals users intend to create.
    • Companies: This section is used to select the list of companies the user wants to track as part of this selection. You can also filter them based on any company attribute.
    • Signals: This section is used to select the different type of signals the users wants to track for the opted companies. 
    • Other Options (Optional): This section is used to select the field in the company object that contains the company URL, and also to select the Slack Workspace and Slack Channel to deliver the Company Intelligenceposts for the configured companies directly. This selection helps in reducing manual effort of the users to follow each and every company configured in Slack.
    • Summary: This section is used to review the summary of the configuration.
  1. In the Details section, provide the Name and Description for the selected companies and signals you want to create.
  2. Click Next. The Companies section appears.

Configure_Details.gif

  1. In the Companies section, select either All Companies to select all the companies or Filter Companies to filter them based on any company attribute to track as part of the selection. Examples for some of the company attributes are:
  • ARR
  • Status
  • Name
  • Renewal Date
  • Users
  • Modified date
  • NPS®
  • SFDC Account ID
  • GSID

Note: The Currency Code dropdown list is displayed if you select currency fields such as ARR, MRR, etc. in the Filters section.  All the currency codes that are enabled at the tenant level are displayed in this dropdown selection.

CI-Filter1.gif

Admins can also use Advanced Logic to ensure that selected filters are properly grouped.

  1. Click Next. The Signals section appears.

Configure_Companies.gif

  1. In the Signals section, select the signals you would like to track for the selected companies.
    The following is the list of six default Signals available for the customers in the Company Intelligence feature:
    1. Bankruptcy: If the user selects this signal, they receive information such as business shut-down and bankruptcy.
    2. Downsizing: If the user selects this signal, they receive information such as downsizing and cost-cutting.
    3. Exec Changes: If the user selects this signal, they receive information such as key executive changes, new appointments, organizational restructuring, etc.
    4. Funding: If the user selects this signal, they receive information such as fundraising and investment details.
    5. IPO (Initial Public Offering): If the user selects this signal, they receive information about the companies going public by sale of its stocks to the general public.
    6. M&A: If the user selects this signal, they receive information such as mergers & acquisitions and merger & acquisition terminations 
  2. Click Next. The URL Field section appears.

Signals.png

  1. (Optionally) In the Other Options section, select the following: 

    • The field in which the company object contains the company URL. 
    • The Slack Workspace and Channel details to which Company Intelligence posts are delivered directly. This selection helps in reducing the manual effort of the users to follow each and every company configured in Slack.

Note: Even though it is an optional field, Gainsight highly recommends users to provide this information for quick and easy company identification.

  1. Click Next. The Summary section appears.

Other Options.gif

  1. In the Summary section, review the summary of the configuration for the selected companies and signals.
    Note: A message is displayed in the Summary section after completing the configuration that Gainsight sends a one-time welcome notification to the users when they follow a company that is configured for Company Intelligence.

Msg in Summary.png

  1. Click Done. The configuration appears on the Company Intelligence screen after the resolution process is completed.
    Note: It takes around 10 to 15 minutes to display the initial results of the resolution process. Please wait for the results to appear.

Configure_Summary.gif

Currently, admins can only configure one list of companies to get relevant information as part of the Company Intelligence feature. Later, they can only edit this configuration to add or remove companies from the list but cannot add a new configuration. The Configure option is automatically disabled if the admin saves one configuration.

Configure.png

Admins can also view the history of the configuration created by clicking the Show History option on the configuration created.

Show History.gif

Edit the Configuration

Admins can edit the configuration created with the companies and signals for Company Intelligence. 

To edit the existing configuration:

  1. Click on the Configuration Name link. The Summary view of the configuration appears.
  2. Click Edit. The Opt-In screen with all the five sections appears.
  3. Modify the required information in the necessary sections, as required.
  4. Click Done. The configuration is updated with the latest modifications.

CI_Config3.gif

Delete the Configuration

Admins can delete the configuration created with the companies and signals for Company Intelligence. 

To delete the existing configuration:

  1. Click on the Configuration Name link. The Summary view of the configuration appears.
  2. Click Delete. The confirmation message appears.
  3. Click Proceed to confirm the deletion of the configuration.

Delete.gif

Resolving Companies

Once the admin submits the list of companies and signals to be tracked, the resolution process starts. The Resolution process is the process of identifying the correct company from the database against each company the admin has provided. 

The following three possible scenarios could arise after the completion of resolution process: 

  • Exact match for the company: All the companies with exact matches are displayed in the Companies Resolved section with ‘Resolved’ status.
  • One or more companies are matched: All the companies with partial matches are displayed in Companies Unresolved section with ‘Needs Resolution’ status, and the user must confirm them for the correct company.
  • No Match found for the company: All the companies without matches are also displayed in Companies Unresolved section with ‘In Progress’ status, and users need to manually add the company to the database.

The following flowchart depicts the process of resolving companies:

CI-RP.png

A weekly email notification is sent to the Admin, along with the ‘Go To Company Intelligence Configuration Page’ link, in case if any companies require resolution. Admins who last modified the Company Intelligence configuration will receive the notification email about resolving companies.

Note: Notification emails are only sent as long as the users are active. If they are inactive, no emails are sent.

CI.jpg

Resolve Partially Matched Companies 

In case of partial matches, admins must confirm the exact match for the company to move it to the resolved companies section. 

The partially matched companies are displayed in the Companies Unresolved section. If the status of the company is ‘Needs Resolution,’ then that company is identified as a partially matched company, and the admin must confirm the exact match for the company to move it to the Companies Resolved section. 

To resolve partially matched companies to resolved companies:

  1. Click on the link provided under the Companies Unresolved section. The list of unresolved companies appears.
  2. Select the correct company from the Select Company dropdown option whose status is Needs Resolution.
    Note: If the options provided in the Select Company dropdown list are incorrect, admin can select Incorrect Match checkbox and if required, provide a brief description for incorrect match in the Notes section.
  3. Click Save & Submit.
    The companies which are identified in the Select Company dropdown list are moved to the Companies Resolved section with Resolved status, and the status of those companies is changed to In progress if Incorrect Match checkbox selected.

Intelligence10.gif

Resolve Incorrect Matches

In case of incorrect matches, the admin must mark them as incorrect matches for the company to move it to unresolved companies section for further actions. 

To resolve incorrect matches:

  1. Click on the link provided under the Companies Resolved section. The list of resolved companies appears.
  2. Select the Incorrect Match checkbox and provide a brief description of the incorrect match in the Notes section.
  3. Click Save & Submit.
    The companies which are marked as incorrect are moved to Companies Unresolved section as In Progress status.

CI_Config4.gif

Important Notes

Following are some of the important points while configuring the list of companies and signals to be tracked for Company Intelligence:

  • If the status of all the companies in the Companies Unresolved section changes to ‘Need Resolution’, admins receive an email notification to resolve the companies. 
  • If any new companies are added or removed from the list as part of the filter criteria used by admins while filtering the companies, admins get email notifications to resolve the newly added companies. The filter criteria are evaluated every day. Admins can use sort options on the Added Date column to easily identify the newly added companies to the list.
  • If no match is found even after two complete rounds of resolution process for any company in the database, admins can assume that they are unable to find the particular company and the status is changed to ‘Company Not Found’.

Additional Resources

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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