Skip to main content
Gainsight Inc.

Vault Use Case Library: Risk Management

This article presents groups of Vault assets that support different risk management use cases.

Readiness Risks

How to Manage Readiness Risks:
  1. First, let’s set up the Readiness Risk score for green, yellow, and red.
  2. Have you yet to identify a key contact for the project? Follow these steps.
  3. Now, let’s send the customer a survey to assess their readiness.

Product Risks

How to Manage Product Risks:
  1. Let’s create CTAs based on the Salesforce Case object with this rule.
  2. Now, let’s set up the Product Risk score for green, yellow, and red.
  3. Follow this playbook when there’s a product risk.
  4. Let’s report on open risks.

Bugs Risks

How to Manage Bugs Risks:
  1. Let’s create CTAs based on the Salesforce Case object with this rule.
  2. Now, let’s set up the Bugs Risk score for green, yellow, and red.
  3. Let’s report on open risks.

Implementation Risks

How to Manage Implementation Risks:
  1. First, let’s set up the Implementation Risk score for green, yellow, and red.
  2. Has a project milestone been delayed? Follow these steps.
  3. Now that the implementation is over, let’s send the customer a survey.

Support Risks

How to Manage Support Risks:
  1. First, let’s set up the Support Risk score for green, yellow, and red.
  2. Let’s create some alerts for:
  3. Follow this playbook when there’s a support risk.
  4. Let’s report on open risks.
Advanced Support Risk Assets:
  • See how many cases have been opened each week with this report.
  • See how many cases have been opened by segment (all-time).
  • Check out these pie charts on open cases by priority and type.
  • See how many cases have been closed by type (last 6 months).

Company Risks

How to Manage Company Risks:
  1. First, let’s set up the Company Risk score for green, yellow, and red.
  2. Take action on various company risks, such as:
  3. Let’s report on open risks.

Sentiment Risks

How to Manage Sentiment Risks:
  1. First, let’s set up the Sentiment Risk score for green, yellow, and red.
  2. Take action on various sentiment risks, such as:
  3. Let’s report on open risks.

Habits Risks

How to Manage Habits Risks:
  1. First, let’s set up the Habits score:
    • Identify DAUs based on page views with this rule.
    • Aggregate the data to the Account level with this rule.
    • Set score based on DAU % with this rule.
  2. Now, let’s monitor the score:
    • Has adoption declined? Follow this playbook and use this email.
    • Has adoption REALLY declined? Follow this playbook and use this email.
    • Has adoption improved? Here’s an email for you.

Sponsor Tracking

How to Track Sponsor Changes:
  1. Let’s start tracking key contacts:
    • Use this playbook.
    • Trigger CTAs when a sponsor’s information changes with this rule.
  2. When there’s been a sponsor change:
    • Follow this playbook.
    • Send a survey to the leaving sponsor.
    • Welcome the new sponsor with this email.
Advanced Sponsor Tracking Assets:
  • Look up key sponsors across your accounts with this report.
  • Engage in an executive resell with this playbook and email.

Usage Data

How to Leverage Usage Data (Google Analytics Page Views):
  1. First, let’s set up your Usage data object.
    • Start by loading 0’s for active customers with this rule.
    • Next, load 0’s for recent users with this rule.
    • Now, let’s load some customer info (Current Stage, CSM) to Usage data with this rule.
  2. Now, let’s monitor usage.
    • If usage drops > 50% compared to the prior 3-week average, let’s trigger a Usage Drop CTA with this rule.
      • Let’s take care of this with this playbook.
    • If usage rises > 50% compared to the prior 3-week average, let’s trigger a Usage Oppty CTA with this rule.
Advanced Usage Data Assets:
  • Don’t have usage data? Use this survey as a proxy.
  • You can track ARR every week by loading it into Usage Data with this rule.Vault Use Case Library: NPS & Advocacy

View the complete list of Vault assets.

  • Was this article helpful?