Sales ops · Production

Kustomer uses Gong revenue intelligence to scale sales visibility and replicate top-performer success

The problem

As Kustomer scaled its sales organization, leadership lost visibility into day-to-day sales activity and could no longer identify process gaps, coach reps in real time, or replicate the behaviors that drove early success.

Workflow diagram · grounded in source

Sales calls and meetings captured

trigger

“Recording and replaying sales calls is helpful, but you can record calls with any number of solutions”

Engagement signals surfaced

ai_action

“Gong will show us if there's been a reply from a contact in the last 30 days. If there's no reply in the last 30 days and the account executive (AE) continues to make overtures, that tells me there's no sincere interest from the prospect…”

Deal warnings flagged

validation

“We've set up deal warnings in Gong so we can flag opportunities that are missing key data points, such as the number of stakeholders involved”

Top-performer behaviors analyzed

ai_action

“we have also begun to look at the activities of our top performers and use that data to up-level the entire team. Some of that data is surprising. In deals that we ended up winning, our top performers were 44% more likely to tell the ori…”

Coaching and enablement updated

feedback_loop

“As part of our onboarding program, our enablement team now coaches AEs on the feature sets they should emphasize, because they have a big sales impact”

Cross-functional insight sharing

integration

“My ops team, for example, uses it heavily for pipeline attribution and rules of engagement as we segment our sales team into commercial, enterprise, and strategic clients. We use it to give our product team customer feedback on a feature…”

Reported outcome

Gong restored visibility across the sales funnel, enabling data-driven coaching, cross-functional collaboration, and identification of winning behaviors — contributing to an acquisition agreement Kustomer credits in part to hitting its topline goals.

Reported metrics

Win rate uplift with 3+ stakeholdersfive times greater

Top performers more likely to tell origin story44%

Reported stack

Gong

Source

https://www.gong.io/customers/case-studies/visibility-insights-and-outcomes-the-secret-sauce-to-sustainable-growth-at-kustomer

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Gong restored visibility across the sales funnel, enabling data-driven coaching, cross-functional collaboration, and identification of winning behaviors — contributing to an acquisition agreement Kustomer credits in p…

What tools did this team use?

Gong.

What results were reported?

Win rate uplift with 3+ stakeholders: five times greater; Top performers more likely to tell origin story: 44% (source-reported, not independently verified).

How is this sales ops AI workflow structured?

Sales calls and meetings captured → Engagement signals surfaced → Deal warnings flagged → Top-performer behaviors analyzed → Coaching and enablement updated → Cross-functional insight sharing.