Customer support · Production

All Paths Lead to Retention: How Gong "Forever Changed" Sendoso's Customer Experience Team

The problem

Sendoso's Customer Experience team had no systematic way to understand what happened across the full customer lifecycle — the sales-to-CS handoff was inefficient and redundant, churn analysis relied on recency bias and guesswork, and new CSM onboarding was constrained by shadowing availability.

Workflow diagram · grounded in source
1
Pre-onboarding call review
human_review
“Her team now "has a responsibility" to listen to the sales calls before they begin the onboarding process. A CSM's role, first and foremost, is to protect the customer experience. "We want them to feel well listened to. When we invest th…”
2
Topic coverage detection
ai_action
“Gong quickly revealed if Customer Success Managers (CSMs) were covering certain topics: ROI, fees, inclusive conversations, and so on. Alli quickly found herself searching Gong for these keywords and then building reports on the fly to t…”
3
Deal Intelligence handoff
ai_action
“Deal Intelligence helps the CX team quickly and efficiently identifying communication between the past rep and the account”
4
Customer lifecycle analysis
human_review
“Alli's team reviews the conversations and emails along the way, looking for key signs — good or bad. They look at flagship customer accounts — engagements where everything is going really well — and use Gong to learn which exchanges were…”
5
COVID-19 impact tracking
ai_action
“Sendoso is really trying to understand which of its customers have been impacted by COVID-19, so they can learn who needs the most help — and specifically how Sendoso can help.”
6
Coaching and messaging alignment
feedback_loop
“Gong quickly shows if Sendoso reps are having conversations about address confirmation and empowers Alli to coach her team to ensure the messaging is on-point”
Reported outcome

Gong gave Sendoso's CX team full visibility into the customer lifecycle, eliminating recency bias, saving CSMs hours of time per week on handoffs, and allowing the team to keep its finger on the pulse of customer health.

Reported metrics
CSM time saved on handoffshours of time per week
Reported stack
GongDeal Intelligence
Source
https://www.gong.io/customers/case-studies/all-paths-lead-to-retention-how-gong-forever-changed-sendosos-customer-experience-team
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Gong gave Sendoso's CX team full visibility into the customer lifecycle, eliminating recency bias, saving CSMs hours of time per week on handoffs, and allowing the team to keep its finger on the pulse of customer health.

What tools did this team use?

Gong, Deal Intelligence.

What results were reported?

CSM time saved on handoffs: hours of time per week (source-reported, not independently verified).

How is this customer support AI workflow structured?

Pre-onboarding call review → Topic coverage detection → Deal Intelligence handoff → Customer lifecycle analysis → COVID-19 impact tracking → Coaching and messaging alignment.

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