Automation
30+
hours per week recovered
- 0missed distribution cycles after go-live
WHO
Regional newsletter workflow automation
Submission, approvals, assembly, and distribution automated across six regional communications teams.
Customer operations
Move customer work faster from request to resolution.
Route inbound work, automate predictable execution, and keep people focused on the cases that need judgment.
- 20–30 minute review
- No preparation needed
- One workflow mapped
- hours per week recovered
- 30+
- missed distribution cycles after go-live
- 0
WHO · Regional newsletter workflow automation
Organizations we’ve worked with
- Airbnb
- TheAMLab
- Hood
- NAMA
- Klaro
- GoBoon
- Studio Arlington
Where customer response slips
The customer work your team is doing by hand
Every one of these is a handoff a system should own. Today, people are the glue between your customer tools.
The diagnosis
All six are one problem: your team acting as the queue between customer tools that were never connected. Remove that one job, and response times start fixing themselves.
- 01Manual customer onboardingEvery new customer walked through the same steps by hand, from welcome to first value.
- 02Ticket triage and handoffsSupport requests read, categorized, and reassigned manually before anyone can act.
- 03Updates across CRM and support toolsThe same customer status re-keyed into the CRM, the helpdesk, and internal trackers.
- 04Missed follow-upsCheck-ins and next steps that depend on someone remembering to send them.
- 05Status chasingTeam members pinging each other to find out where a customer request actually stands.
- 06Slow response timesCustomers waiting because work sits in a queue no system is moving forward.
Live customer runtime
One customer, zero manual handoffs
Follow one request through the system. It is classified on arrival, routed to the right owner, and every tool it touches is updated in sequence and confirmed — no one re-keys status between systems, and nothing waits in a queue.
The runtime sequence
- 1Request classified by intent and priority on arrival
- 2Routed to the right owner — human or system
- 3CRM and helpdesk updated together, then verified
- 4Follow-ups scheduled and confirmed, nothing forgotten
- 5Exceptions paused into a review queue with full context
What stays human
Not everything should be automatic. An angry customer, a judgment call, a case the rules cannot answer — the run pauses into a review queue with full context, a person decides, and the workflow resumes. Empathy stays human; the routing does not.
- Frustrated customers and judgment calls → routed to a person
- The decision is recorded, so the next run is smarter
- The workflow resumes automatically — nothing is dropped
In production
Systems already in production
Real engagements delivered by the same capability — measured after go-live.
MY ConstructionAutomation
WhatsApp-first daily log automation
Daily site reporting moved into one repeatable approval system.
Studio ArlingtonAutomation
Vacation rental access and HVAC automation
Guest access, booking sync, and property readiness run automatically.
Pick your workflow
See the handoffs disappear
Pick the one that hurts most — today on the left, as a production system on the right. A representative pattern; your map will be exact.
Today — by hand
- 1Request lands in a shared inboxsits in queue
- 2Someone reads it and guesses the category10 min each
- 3Ownership decided in a Slack threadping-pong
- 4Status re-keyed into CRM and helpdeskkeyed twice
- 5Customer emails again asking for an updateinbox limbo
Hours to first touch · 4 manual steps
With the system
- Classified by intent and priority on arrivalAI + rules
- Routed to the right owner instantlyauto
- CRM and helpdesk updated togetherauto
- Customer gets a status without askingauto
- Escalations flagged to a person with contextverified
Minutes to first touch · 0 manual handoffs
Works with the tools you already run
No rip-and-replace — the system wires into your stack.+ any tool with an API
- Zendesk
- Intercom
- HubSpot
- Salesforce
- Slack
- Microsoft Teams
- Gmail
- Stripe
- Calendly
- Notion
- Zapier
- Make
How it works
The capabilities that deliver it
Customer Operations Automation is built from three engineering capabilities working together.
Primary
Automation
Trigger, routing, and execution logic that moves onboarding, tickets, and follow-ups end-to-end without chasing.
TriageRoutingFollow-upsEscalation
Explore capabilitySupportingAI Systems
Triage, classification, and next-action selection for the customer decisions that stay manual today.
IntentPriorityNext action
Explore capabilitySupportingIntegration
The connective layer that keeps your CRM and support tools in sync instead of your team.
CRM ↔ helpdesk syncReliable APIsShared state
Explore capabilityDo the math
How much of support is manual routing?
Slide to your reality. This is only arithmetic — the review tells you which of those minutes a system can actually own.
10500
130
Handling overhead
16hrs/week
≈ 736 hours a year spent triaging, re-keying status, and chasing updates instead of the conversations that need judgment.
Assumes ~46 working weeks a year. We will tell you which of those hours a system can own — and which it should not.
How we deliver
From manual handoffs to running system
Four steps, and each one hands you a concrete artifact — not a status update.
- 01 · Discover
Map the customer journey
We trace how onboarding, tickets, and updates move today — who touches them, where they stall, and which handoffs are manual.
You get
A map of how customer work really moves
Done when
The worst customer workflow is chosen, its constraint named
- 02 · Design
Design the system
We define triage rules, routing, follow-up logic, and the integrations that keep every customer tool in sync.
You get
The system design — triage, routes, follow-ups
Done when
Every handoff has an owner — human or system
- 03 · Build
Build and connect
We build the automation and wire it into your CRM and support stack with production safeguards.
You get
A running automation in your support stack
Done when
The first real ticket flows end-to-end
- 04 · Operate
Operate and verify
We ship with monitoring and verification so every handoff and follow-up is confirmed and nothing slips through.
You get
Monitoring with every follow-up confirmed
Done when
A full week runs with zero dropped follow-ups
Is this the right starting point?
Where Customer Operations Automation fits
We would rather map the wrong workflow out than sell you a system you do not need.
Good fit when
Start here- The same customer work repeats on a predictable trigger — onboarding, triage, follow-ups
- People manually route, categorize, or reassign inbound requests
- Response speed matters and work stalls in a queue no system is moving
- You can point to one customer workflow that breaks most often
Not a fit when
Not yet- Every case needs human judgment with no repeatable rules to encode
- No system of record exists for customers to build against yet
- You need a one-off script, not a monitored production system
- The real constraint is headcount or strategy, not coordination
Not sure which side you are on? Most teams aren’t — until the workflow is mapped.
Customer Operations Automation questions
No. It removes the manual coordination between your CRM and support tools so your team stops re-keying status and chasing updates. People move to the conversations that need judgment, and the system handles triage, routing, and repeatable follow-ups.
CRMs, helpdesks and ticketing systems, messaging like Slack or Teams, email, and most internal or third-party tools with an API. If a system has no API, we design a safe path around that constraint during discovery.
Incoming requests are classified by intent and priority, then routed to the right owner automatically. The AI handles the categorization and next-action selection that your team does manually today, with rules and guardrails you control.
Every automated action is confirmed by a verification step and surfaced through monitoring. Follow-ups are scheduled and tracked by the system, so nothing depends on someone remembering, and you get alerts when a human is needed.
We start with the single customer workflow that breaks most often — usually onboarding or ticket handoffs. We map it, find the real constraint, and show you the first system to build before a larger rollout.
Start here
Start with the customer workflow that breaks
We will map one manual customer workflow, find the real constraint, and show you the first system to build.
20–30 minutes · No preparation needed · Not ready for a call? Send a note instead