How Gainsight Helped Oleeo Achieve Its Vision of an Engaged Community

Oleeo, a leading recruitment software provider based in London, England, sought to build a more connected customer experience for its product users. Previous efforts to foster an engaging community laid the groundwork, but Gainsight CC and Gainsight PX enabled Oleeo to bring it all together, layering new capabilities that enhanced their customers’ experience. As a result, Oleeo was able to launch a seamless space for ongoing conversations, quick access to answers, and sharing best practices—a powerful next step in building an ever-growing community.

Early results speak for themselves. Within three months of launch, Oleeo saw engagement and conversations flourish and quickly met 67% of its goal for the number of registered customers and topics initiated, demonstrating strong adoption of the community solution.

At Oleeo, the CS team faced growing challenges in efficiently managing customer engagement and collaboration. Their knowledge base was outdated, and was difficult for customers to navigate. Additionally, there was an over-reliance on the entire customer team for routine inquiries. This created bottlenecks, as the team found themselves repeatedly answering the same questions and engaging in redundant one-on-one meetings, which ultimately slowed down productivity.

Oleeo also found it difficult when trying to coordinate and facilitate collaboration internally. Customers were increasingly asking for more intuitive, accessible resources. The cross-functional teams were committed to create a solution that would effectively disseminate knowledge in support of customer enablement and retention efforts. 

The team knew they needed a technology-driven solution that would not only address immediate issues, but also grow with them. Recognizing this, Oleeo made it a priority to adopt a scalable solution from Gainsight that would empower their customers while improving internal efficiency.

Oleeo knew there had to be a more engaging and efficient way to engage with customers while simultaneously fostering a sense of community and self-sufficiency among them. 

Oleeo’s solution was to create a fully branded, centralized community using Gainsight CC and personalizing those resources to the customer, in-app, using Gainsight PX. These products could be easily integrated with Oleeo’s existing systems, empowering users with a dynamic self-service hub that offered connection with customers and fast resolutions without solely relying on their assigned CSM. 

Alan Edwards, one of Oleeo’s customer success managers, shared how Gainsight’s Community solution alleviated burden on the CS team, “With the community, CSMs can point customers to a blog site or a knowledge article or direct them to a customer who’s experienced similar issues, connecting them with like-minded peers within the community.” 

The community’s self-service tools helped address the challenge of repetitive customer queries, offloading these tasks from the CSMs and enabling more efficient, high-value customer interactions. 

Oleeo chose Gainsight as their self-service solution provider for 3 main reasons:

• Decentralized Content Management: Multi-sourced contributions from the Customer Success, Marketing, Product, and Training teams provide a steady stream of content, including “Tips Tuesday” posts, webinars, product updates, and release notes. By distributing content creation, Oleeo keeps the community dynamic while lightening the load on any single team, fostering cross-departmental collaboration and keeping customers informed and engaged.
• Gamification and Rewards: Users earn points and badges for community contributions, with ten reward levels offering perks like swag, gift vouchers, charitable donations and even earning free training in the Oleeo Academy. This not only boosts user interaction but also creates a sense of achievement and loyalty, making the community more vibrant and self-sustaining.
• Knowledge Bot Integration: Another key functionality Oleeo intends to leverage is PX’s knowledge bot, which helps users access relevant content in real-time. By providing instant, relevant information within the system, Oleeo will enhance its strategy to streamline support, reduce the need for customer service interventions, and enhance user efficiency. 

Edwards explained, “We’ve always envisioned a community platform where our users could interact, get answers quickly, and foster deeper collaboration. With Gainsight PX and CC, we made that vision a reality.”

The community site has quickly become critical to Oleeo’s Customer Success strategy. It has significantly impacted customer engagement and the overall efficiency of the CS team. 

High Customer Engagement and Satisfaction

• Oleeo was very pleased to see 4,110 new visitors to the Oleeo community in the first three months of launch, with about 26% of them returning in that same timeframe.
• The community has become customers’ first stop for self-service with data showing 57% of traffic coming directly to the Oleeo community rather than via marketing or support channels. 
• Within the launch quarter, the community saw 111 customer posts, 22 new topics, and 89 replies from the customer base. This dynamic exchange of ideas and problem-solving is a testament to the collaborative spirit of Oleeo’s community.

Oleeo customers are highly satisfied with the opportunity to access resources on their own. One of Oleeo’s largest clients even provided a glowing review, stating, “This community site is exactly what we’ve needed! The ease of self-service and the chance to collaborate with others is fantastic—and winning prizes is a great bonus.”

A customer in Oleeo’s finance segment has found great value in the newly centralized customer hub and has volunteered to help develop a dedicated finance community through Gainsight CC’s Groups feature. 

Impressive ROI Potential

The community investment using Gainsight CC and PX is expected to deliver significant returns for Oleeo. By enhancing customer engagement and product adoption, while also reducing operational costs, the platform demonstrating its value: 

• Retention Impact: A 1% increase in customer retention is projected to generate an additional $140,000  in annual revenue.
• Product Adoption: A 20% boost in product adoption is estimated to bring in approximately $105,000 more each year.
• Support Cost Reduction: By reducing “how-do-I” support queries by 20%, Oleeo anticipates saving nearly $30,000 annually, either by decreasing headcount or reallocating resources.

When combining these factors—improved retention, higher product adoption, and lower support costs—the platform is projected to deliver a net ROI of more than $245,000 in the first year alone. This underscores the financial and strategic value of the Gainsight CC and PX platforms.

Oleeo remains committed to scaling and refining its community experience. The next phase will focus on integrating product ideation capabilities and driving a customer-driven product roadmap. Additionally, they aim to enhance how they leverage Gainsight PX, further personalizing the customer journey based on user roles and needs.

The future of the Oleeo community looks bright as they continue to drive deeper engagement, streamline customer support, and optimize product adoption through the scalable solutions Gainsight provides.

“Thanks to Gainsight CC and PX, we can ensure our customers have the resources and connections they need to thrive,” Freegard shared. “We’re excited to continue this journey and see where the community can take us next.”