Account managers get a one-page brief before every customer meeting

The evening before each customer meeting, the account manager gets a one-page brief with who is attending, the sales trend, open complaints and open deals.

Used day to day by
  • Account managers
  • Sales head

How it runs with AI

The evening before each meeting on the calendar, the AI pulls the account from Salesforce and the recent tickets from Freshdesk. It sends the account manager a one-page brief in Outlook with who is attending, how sales are trending, what is open and a suggested opening. Reading it takes a few minutes.

How it is done today

Before a customer meeting, the account manager checks the order history in Salesforce, searches Freshdesk for complaints and scrolls back through months of email. In a busy week that checking gets squeezed, and a complaint can first come up in the meeting room, raised by the customer.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Finds every customer meeting on tomorrow's calendar

    Needs to know: Customer list, Who owns each account

    In Outlook

  2. Step 2, AI

    Pulls the account's sales, deals and contacts from Salesforce

    Needs to know: Meeting to account links, Last year's sales

    In Salesforce

    Exception to step 2

    Builds the brief from Outlook emails when the company is new to Salesforce

  3. Step 3, AI

    Checks Freshdesk tickets and recent emails for open issues

    Needs to know: Service level targets, Customer contacts

    In Freshdesk , Outlook

  4. Step 4, AI

    Sends a one-page brief to the account manager the evening before

    Needs to know: Brief layout, Topics to raise first

    In Outlook

  5. Step 5, Person

    Reads the brief and leads the meeting

    In Outlook

What stays with a person

  • Reads the brief and leads the meeting

Apps in this example

  • Outlook
  • Salesforce
  • Freshdesk

The same flow works with the apps you use.

This fits you if

  • Your account managers hold more than 20 customer meetings a week between them
  • Customer meetings are booked in Outlook calendars
  • Orders and deals live in Salesforce, and complaints in Freshdesk
  • Account managers sometimes hear about a complaint for the first time from the customer

What to watch for

  • The brief is as good as the records behind it. Notes from calls and visits belong in Salesforce, where the next brief can use them
  • The brief follows your Salesforce access rules, so each person sees only the accounts they can already open
  • Figures come straight from Salesforce and Freshdesk. Reasons, such as why sales fell, appear as questions to ask the customer
  • Prices, discounts and delivery dates agreed in the meeting stay with the account manager

Read more

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