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.
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.
“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.”
“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.
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.
"EverAfter is a one stop shop for our partners which provides them with lead pipeline, training, referrals and more"
Lead Partner Training Program Manager
“EverAfter has allowed us to move away from troubleshooting toward deep strategic conversations."
Revenue Operations
"Working with EverAfter has truly transformed our customer journey"
Customer Success & Growth