Customer Overview
Cin7 is a global inventory and order management platform serving manufacturers, distributors, wholesalers, and retailers around the world.
As part of the implementation process, Solutions Architects are responsible for guiding new customers through onboarding and helping them successfully launch on the platform. Customer engagement is critical, but much of the team's time is spent manually following up with customers who don't respond to email outreach.
Cin7 partnered with Atonom to evaluate whether an AI Employee could automate outbound customer follow-up, increase customer engagement, and allow Solutions Architects to spend more time helping customers successfully implement the platform.
The Challenge
Customer onboarding depends on timely communication. After customers stopped responding to email, Solutions Architects had to manually call each account to reconnect, schedule meetings, and move implementations forward.
This manual process created several bottlenecks:
- Consumed valuable time that could be spent on implementation.
- Reduced availability for Solutions Architects to spend with active customers.
- Low conversion, producing roughly a 4% meeting booking rate through manual calling.
Cin7 wanted to determine whether AI could improve customer engagement while reducing the manual workload on the implementation team.
The Solution
Atonom deployed an AI Employee, named Alex, that automatically contacted customers who had already completed the standard email outreach sequence but had not engaged.
The AI Employee:
- Placed outbound follow-up calls.
- Re-engaged inactive customers.
- Booked meetings directly onto the Solutions Architect's calendar.
- Returned qualified customers back into the onboarding workflow.
Rather than replacing the implementation team, the AI handled repetitive outreach so Solutions Architects could focus strictly on customer success.
Results
The deployment delivered measurable operational improvements and capacity recovery:
- +68% Meeting Conversion: Increased meeting bookings from 4% to 6.7% through automated customer follow-up.
- 208 Hours Saved Per Year: Returned over 200 hours annually to each Solutions Architect by automating repetitive outreach.
- $18K Recovered Capacity: Approximately $18,000 in productive time returned per Solutions Architect each year.
"A 68% lift in meeting conversion wasn't just a better result. It gave our Solutions Architects more time to focus on customers instead of chasing them."
— Cason Green, Cin7
Why This Matters
Customer onboarding doesn't fail because teams lack expertise. It fails because skilled Solutions Architects spend too much time chasing customers instead of helping them implement.
By automating routine follow-up, Cin7 increased customer engagement while giving its implementation team more time to focus on onboarding, adoption, and customer success. The result wasn't just more booked meetings, it was more capacity for the work that actually drives customer outcomes.
