Client Engagement of a SaaS solution: GFoundry Case.

The current Report follows the professional experience at GFoundry - a leading digital solution for Employee Engagement with Gamification. The role of the International Business Developer is, on a first level, to manage the Domestic Market and support the international expansion of the organisation. On a secondary level, and directly related to the Research Problem from the current report, the goal is to create a Data Visualization tool that allows the GFoundry team to quantify the current level of engagement from its clients. The intention is for this tool to have a direct impact on Customer Success Management, while understanding the main trends from the Client's Engagement. Following this challenge, the Literature Review focuses on gamification and its application in relevant areas, employee engagement and its impact on organisations, and finally (and most importantly) in Customer Success Management and the importance of those processes for SaaS solutions. The methodology was developed in order to create an Engagement Matrix that allows the GFoundry team to understand, in real time, what are the current levels of engagement of the clients with the digital solution they have implemented in their internal structures. The result, deployed to Partners and Clients in Google Sheets, co-relates the usage of the platform from the employees (through their visits to the frontend) with the usage of the Backoffice (where all the information available in the frontend is managed). This co-relation provides a quantitative score that allows to position the companies in a Matrix - the Engagement Matrix. The tool has a significant impact in the long-term sustainability of the company, since the information provided by the tool allows to understand not only how the clients are, at the moment, engaged with the platform, but also allows to understand historical trends that might indicate positive or negative changes in the way clients are using the platform. With this information, the Business Development Team can efficiently manage clients and guarantee their licenses' renewal.