Health & Safety Institute drives 4x forecasting efficiency with Gong

When Tobi McLennan joined HSI to lead their APAC Customer Success function, HSI was focused on evolving Customer Success into a driver of expansion alongside Sales, but lacked the systems and visibility to do this effectively. There was limited insight into what was working across the customer base, making it difficult to identify and scale successful behaviors or trends.

While Gong was already embedded in the Sales organization, extending this into Customer Success provided the foundation needed to close this gap. It enabled more consistent coaching, clearer alignment between managers and reps and visibility of behaviors driving outcomes.

"We've improved our coaching outcomes thanks to Gong. Managers and reps can align on gaps, improvements, and a consistent approach. Leaders can align on winning strategies," McLennan explained.

"This level of coaching was an afterthought when we were just using Salesforce and Teams. With Gong, proactive skill building is embedded in our team culture and operations," she continued. Managers can now identify skill gaps through conversation metrics, share winning calls for recognition, and provide targeted feedback focused on revenue outcomes.

The result? A team equipped with the confidence to drive a predictable pipeline and revenue.

"We're shifting perception about CSM value and demonstrating meaningful customer conversations and outcomes. Gong has been key to making our vision a reality." - Tobi McLennan, APAC Customer Success Leader

Previously, HSI's reliance on manual Salesforce updates created forecasting challenges. Managers couldn't spot stalled deals or track account activity — a critical gap as Customer Success moved toward revenue accountability.

Gong Forecast changed everything. CSMs and managers now collaborate in real time to update deal stages and timelines, creating transparency across the team. Gong's revenue AI surfaces successful patterns that drive results, while early detection of pipeline obstacles enables proactive intervention. With all the deal data, risk warnings, and predictions in one unified platform, teams can focus on the next best action. The user experience has been equally transformative.

“Gong makes forecasting simple and reliable for the team. The clean UI and seamless Salesforce integration streamline our workflow, so our team can forecast with accuracy.” - Tobi McLennan, APAC Customer Success Leader

Beyond efficiency, Gong Forecast created greater insight into team performance. "It's given me visibility to learn how the team is calling their number," McLennan noted. "I've got most of my team who call pretty true, but with others, I can use Gong Forecast as a coaching tool. If you've had this deal in here three weeks in a row and it’s stalled , that’s my cue to understand what's going on and what can we do next to support?"

The platform has also driven team engagement and increased motivation. Every Friday before team meetings, CSMs submit their upsell forecasts. "One of my team members specifically talks about 'I want my green tick for the quarter and to see how I’m tracking towards target,'" McLennan shared. "It's nice, friendly competition."

But the real game-changer? That 2-4x improvement in forecast process efficiency and the leap in forecast accuracy.

"We've improved our forecast accuracy, allowing us to make strategic decisions with confidence." - Tobi McLennan, APAC Customer Success Leader

The impact of Gong extends beyond individual efficiency gains. It's enabling HSI to build a truly scalable, data-driven Customer Success organization. "We've gained visibility into blind spots that we didn’t even know we had," McLennan reflected. The platform enables her to identify winning patterns and replicate them across the team, turning individual successes into team-wide outcomes.

Looking ahead, HSI is extending the forecast accuracy and pipeline visibility they've gained with Gong Forecast further into their renewal process to manage churn, and potentially, to their implementation team for Services revenue and forecasting.

"Gong has given us the foundation to confidently guide our customers and team toward success." - Tobi McLennan, APAC Customer Success Leader

HSI's partnership with Gong proves what's possible when you extend proven sales technology to customer success, creating measurable, scalable revenue growth across the entire customer lifecycle.