Outlook Integration with Gainsight

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62 replies

Agreed!  Integration with O365 would be awesome!
Userlevel 4
Would also like to see CTAs integrate with Outlook tasks and reminders
Userlevel 7
I've gotten this request from a few additional customers, including EMC, Splunk, and Mindbody. Just wanted to make sure this is captured here as well. 
Userlevel 5
At present the team is reaching out manually to schedule a business review.  For SMB, they include a personalized link (ScheduleOnce) to determine availability.  Once the client has responded to indicate what times would work for them, they create the outlook invite.  
Userlevel 6
For this use case, How do you determine availability of the recipient?
Userlevel 5
Personal meetings.
Userlevel 6
Thanks for the response. Understood your last comment. For #7 is the use case for webinars or for more personal meetings? Thanks
Userlevel 5
From my perspective 1, 7, and 2 (in that order) are most important for our org at the moment.  I am working on setting up copilot outreach (and follow up outreach) for our SMB portfolio and capturing replies would be enormously helpful in streamlining this process (both automation and business process) and reduce risk of accidentally firing follow up outreach where none is needed.

Next would be 3, 6, and 5.  I'm not sure I understand 4.

I would also be interested in exploring how we could tie certain types of CTAs to outlook invites such that moving the invite would automatically update due date on the CTA.  I spoke with Marie Froshaw about this a few weeks back.
Userlevel 6
Thanks for the feedback. Better integration with outlook completely makes sense. I'd love you help in prioritization the following use cases with this

1) A reply (and all subsequent replies in that conversation) to a copilot email (which can be setup today to go inbox of CSM) is copied back into Gainsight
2) Same as #1, but for semi-automation emails (this is new functionality releasing in August, where email tasks can be created in cockpit via playbooks. CSMs can then just hit send)
3) All emails sent a customer via Outlook (or whichever email clients) show up in C360 to some kind of sync with email.
4) CSM or customers (or any one else) can email virual email address - say - email_listner@<customer-name> and only in this case does the email get copied to Gainsight
5) Ability to create manual emails from scratch within Gainsight
6) Gainsight widget in email client
7) Copilot emails can include a calendar invite (via an .ics file attachment)
Userlevel 3
Salesforce has an Outlook plugin...would be great to see this in Gainsight as well!

Please ensure it will work with office 365 (not just outlook on premise)

Userlevel 5
Agreed.  I often hear this feedback from our users.  Our event CTAs often correspond to client meetings.  Would be nice to enable some link between Outlook calendar events and CTAs such that when a meeting is rescheduled, the CTA's due date reflects this.