Engagement snapshot
- Mandate
- Turn scattered account data into usable renewal and expansion intelligence without weakening account ownership.
- Timeline
- 12 weeks across one enterprise segment before global rollout.
- Team shape
- Revenue ops lead, CS leader, 2 product engineers, and 4 account execs.
The problem
Account teams manually pulled data from CRM, support, product usage, and call notes before QBRs and renewals, leaving too much useful signal unused.
What we built
Built a retrieval and reasoning layer that generated account briefs, surfaced adoption blockers, and suggested next-step plays tied to live customer evidence.
Operating context
The company had plenty of customer data, but prep work still happened manually in spreadsheets and slides. As a result, expansion planning was inconsistent and executive reviews relied heavily on whoever had the best memory.
Key constraints
- The copilot had to work from approved account systems and visible evidence, not inferred customer facts.
- Play recommendations needed to respect account ownership and stage rules.
- Sensitive renewal conversations required role-based visibility and usage logging.
What we built
Multi-source account retrieval
Linked CRM records, support history, product usage, and call summaries around a shared account identity model.
Account brief generation
Produced structured renewals and expansion briefs that highlighted blockers, momentum, and missing evidence.
Role-aware delivery
Tailored what CSMs, AEs, and leaders could see or act on so account intelligence stayed governed.
Delivery path
Data contract cleanup
Resolved conflicting account identifiers and field definitions before exposing any AI layer to frontline teams.
Pilot account segments
Launched in a narrow segment and compared generated briefs against manually prepared QBR packages.
Operational embedding
Placed the copilot inside the account workflow so prep, review, and follow-up actions all referenced the same evidence set.
Why it mattered
The copilot gave account teams a faster first view of customer health and opportunity without taking ownership away from them. It worked because it summarized real customer evidence instead of guessing what the account story should be.
Implementation notes
- Account intelligence quality collapses if core CRM and usage definitions are not cleaned up first.
- Structured briefs beat chat-style exploration for revenue workflows with recurring review formats.
- Teams trusted the system once it pointed directly to the customer evidence that shaped the brief.