How Seamless.AI Scaled Customer Success Without Losing Their Personal Touch

Overview

Seamless.AI, a leading sales intelligence and lead generation platform designed for B2B prospecting, needed to communicate with customers at scale while maintaining a high level of personalized engagement. Their customer success teams, operating across SMB, mid-market, and enterprise segments, struggled with fragmented processes and lacked unified visibility into customer interactions. This limited their ability to manage renewals, identify growth opportunities, and provide consistent, high-quality support to both the CSMs and their customers.

By adopting Salesloft, Seamless.AI transformed its customer success operations. The platform helped increase retention rates and gave CSMs the tools they needed to drive both renewals and account growth.

Challenge

Before Salesloft, Seamless' customer success teams and leaders dealt with issues that included:

• Fragmented communication and lack of automation: Manual spreadsheets and disconnected tools made it difficult to manage communication at scale. As the company grew, this approach became unsustainable, especially for teams managing hundreds to thousands of accounts.
• Limited visibility and inconsistent support: With teams using various platforms, gaining a holistic view of customer interactions was difficult. This made it hard for leaders to track activity, spot coaching opportunities, and deliver consistent customer experiences.
• Ineffective tools for customer success: Previous platforms were either too complex or lacked key features for customer success. They often disrupted workflows rather than supporting them.

Before I was a manager here, I started as a CSM. So I used the other platforms we had before Salesloft, and frankly they just weren't hitting the mark. I never felt very well supported by them.

Solution

Seamless.AI needed a platform that could support customer success teams across segments. Salesloft stood out for its flexible design, seamless Salesforce integration, and ability to deliver the specific functionalities their teams required.

Salesloft gave us the flexibility to customize the platform based on what each team needs. Sales can do what they want. We can do what we want. It doesn’t interrupt the other side.

The Salesloft customer success team provided valuable guidance during rollout. “They helped us approach our rollout from a customer success perspective,” Chris shared.

Seamless.AI tailored Salesloft to the needs of each team. SMB teams use Cadences to automate outreach and communication at scale. The enterprise team relies on template-building tools to support personalized, high-touch interactions. Leaders use Salesloft Conversations to store call recordings long term, allowing deeper coaching and performance analysis.

Results

Since implementing Salesloft, Seamless.AI has seen a significant transformation across its customer success teams, leading to improvements that include:

• More communication at scale: SMB teams can now deliver targeted messages and support across thousands of accounts. This automation is particularly impactful for renewal processes, with automated alerts and communications going out 90 days prior to renewal dates.
• Decreased churn and increased retention: Both Chris and Shane directly attribute a significant portion of their improved retention rates to Salesloft. "A lot of the increase that we've seen in the decrease in churn and increase in retention is because of the way that we're able to utilize Salesloft - utilize the cadences, track our team, and hold the responsibility for them," Chris shared.
• Enhanced visibility and coaching capabilities for leaders: As leaders, Salesloft provides a high level of insight into team activity. Call recordings, notes, and activity logs are all centralized, offering a clear picture of performance. This granular visibility allows leaders to identify areas for improvement and provide targeted coaching.
• Less manual work for CSMs: Previously, CSMs had to manually log activities in Salesforce, a time-consuming process with no record of recordings. With Salesloft, a quick note and the automatic recording capture everything, saving valuable time and ensuring comprehensive data. Chris's team, while still working in Salesforce for specific updates, benefits immensely from Salesloft's extension, allowing them to quickly set up cadences or emails directly from Salesforce.
• A flexible platform for diverse needs: Salesloft truly accommodates the distinct needs of both sales and customer success teams without compromising functionality for either. This flexibility empowers each team to optimize their workflows for maximum impact.

What’s next

The ongoing partnership with Salesloft is crucial to their continued success. Seamless.AI values the collaborative approach and the proactive support they receive, knowing that Salesloft is a platform that truly understands and adapts to their evolving needs as a customer success team.

As Seamless.AI continues to grow, Salesloft will remain a cornerstone of their customer success strategy, helping them maintain exceptional customer relationships and drive sustained growth.