Appen uses Gong to onboard CSMs 4 months faster and improve customer success visibility
Before Gong, Appen's CSM onboarding took 6+ months, and managers had no way to validate what was actually said on customer calls, relying instead on CSMs' subjective summaries in an unreliable 'telephone game' that caused missed insights and wasted time and effort.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Call and email recording
All calls and emails for the entire lifecycle of the account are recorded and easily searchable.
Tools used
Gong
Outcome
Appen can now onboard a fully productive CSM managing a full book of business within their first quarter rather than 6+ months before Gong, while managers can proactively monitor account health, detect churn risk, and surface upsell opportunities by reviewing recorded calls directly.
What failed first
Manual note-taking caused CSMs to miss critical details on customer calls, and managers had no mechanism to verify what was actually discussed, leaving them reliant on subjective second-hand reports with no way to go back and validate.