About Spotnana

Spotnana delivers comprehensive corporate business travel management through a robust online booking platform, focusing heavily on simplifying travel arrangements for large enterprises and their multiple-account partners.

Industry: Travel Technology / SaaS B2B Corporate Trave

Company size: 300 emp.

Location: US

Use Case: AI-Driven Case Triage and Routing Ongoing Support Engagement

Usually, you don't like to create a lot of snowflakes where everybody's their own special setup. But with EverAfter, it's made it very easy to do so without creating pain on our side to manage it.

Terry Erickson

Director Global Customer Support

The Challenge

Spotnana faced significant challenges managing customer support efficiently due to their initial reliance on a basic and limited ticketing platform. The previous platform lacked sufficient automation and customization capabilities, severely hindering their ability to manage customer interactions, accurately prioritize cases, and deliver personalized support experiences. Additionally, the platform had difficulties integrating seamlessly with Salesforce, resulting in cumbersome processes and inadequate data management.

“We were using a ticketing platform, and they had a very basic portal. As soon as we made the migration from that old system to Salesforce and EverAfter, we immediately had much better automation and support handling.”

The Solution

Spotnana chose EverAfter to resolve these critical issues, embedding it fully within their online booking tool and offering a dedicated portal accessible at success.spotnana.com. This dual approach provided maximum flexibility and functionality for various customer segments. EverAfter’s integration with Salesforce was transformative, enabling effortless synchronization and robust data utilization without extensive custom API development.
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Despite Terry's extensive 20-year experience as a Salesforce administrator, he preferred EverAfter due to its ease of use, powerful built-in functionality, and exceptional support. Terry specifically noted: "Salesforce has the most powerful platform, but you really have to be an experienced developer to make use of that. EverAfter provides a simpler and easier to manage customer-facing interface."
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He emphasized EverAfter's robust customization capabilities: "It's very customized...not just on the page level but on the component level." Additionally, Terry highlighted significant operational efficiencies achieved through EverAfter: "Within a year to 18 months, it'll probably save us a full-time equivalent headcount." The Salesforce integration itself was also a key differentiator: "You get to use Salesforce data in a much simpler and easier to manage interface." Directly comparing his experience with Salesforce and EverAfter, Terry summarized clearly: "Salesforce gives quite a bit of different portal access directly...but most of the power comes from expensive and time-consuming configuration. EverAfter made it very easy to manage."

“Salesforce has the most powerful platform, but you really have to be an experienced developer to make use of that. EverAfter provides a simpler and easier to manage customer-facing interface.”

Spotnana's technical support hub built on EverAfter, embedded directly into their booking platform.

Key metrics

+20%

Customer Satisfaction (CSAT) improvement.

+90%

Initial AI-driven triage accuracy.

Significant Reduction

In case aging & number of cases per booked trip.

“Eventually, AI could handle case wrap-ups and even proactively submit actionable details directly to our engineering teams, enabling our agents to focus more on customer relationships rather than mundane tasks..”

With EverAfter, Spotnana immediately improved customer satisfaction, notably reducing case aging and optimizing case resolution processes. EverAfter's powerful customization capabilities enabled Spotnana to deliver personalized experiences tailored at both the page and component levels without adding operational complexity internally.

Terry highlighted the ease of customization: "Usually, you don't like to create a lot of snowflakes where everybody's their own special setup. But with EverAfter, it's made it very easy to do so without creating pain on our side to manage it."

EverAfter's integrated AI agent further enhanced operational efficiency by accurately triaging support cases, promising significant staff-hour savings and a full-time equivalent headcount reduction within the next year and a half.

What’s Next?

Spotnana's strategic vision emphasizes achieving ambitious growth through a targeted combination of critical human talent and advanced AI capabilities. Terry clearly highlighted EverAfter as a cornerstone of this strategy, noting explicitly that "Our larger strategic vision that we're enacting, and EverAfter is a critical part of that." By integrating EverAfter deeply into their customer support operations, Spotnana is positioning itself to deliver exceptional, scalable experiences while significantly reducing operational overhead, driving overall business success.