# Case Study: Smartzip

**SmartZip super-charges inbound sales & support with an Agentic Workforce built on raia**

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**Snapshot**

| **Metric**                         | **Before raia**                | **After raia (AI Agents)**                        |
| ---------------------------------- | ------------------------------ | ------------------------------------------------- |
| First-response time (chat & email) | ≈ 2 hours, business-hours only | **< 90 seconds**, 24 / 7                          |
| Leads contacted & qualified        | ≈ 45 % of inquiries            | **100 %** of inquiries touched; **all** qualified |
| Demos booked per month             | 120                            | **310** (+158 %)                                  |
| Support questions auto-resolved    | 0 %                            | **≈ 65 %**                                        |
| Human capacity added               | —                              | Equivalent of **6 FTEs** (3 support + 3 SDR)      |

> “raia’s agents do the work of an entire pod—answering questions, qualifying prospects, and slotting demos—so our people can focus on closing and client success.”\
> \&#xNAN;**– VP Revenue Operations, SmartZip**

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#### 1 | Company & Challenge

**SmartZip**—a Constellation Software company—delivers predictive-analytics marketing that helps real-estate professionals win seller leads and automate campaigns. Rapid adoption among agents, brokers, lenders, and banks produced a surge of:

1. **Prospect inquiries** about pricing, territory coverage, and ROI.
2. **Product-use questions** on SmartTargeting, CRM integrations, and campaign setup.
3. **Appointment scheduling** across multiple calendars and time zones.

A lean team of six could not keep pace without sacrificing response times or adding head-count.

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#### 2 | Why SmartZip chose raia

* **Omnichannel by default** – chat, email, SMS, and voice connect to a single timeline.
* **Fast knowledge ingestion** – 7 000+ pages of collateral and transcripts vectorised in minutes.
* **CoPilot human-feedback loop** – 45-day shadow phase lifted answer accuracy to 94 % before go-live.
* **No-code CRM hooks** – agents push qualified leads and tickets straight into HubSpot & Salesforce.

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#### 3 | Solution Design

| **AI Agent**                     | **Primary Role**                                                                                                           | **Key Integrations**         |
| -------------------------------- | -------------------------------------------------------------------------------------------------------------------------- | ---------------------------- |
| Sales-Qual Agent                 | Greets every inbound lead, asks discovery questions, delivers tailored ROI snippet, books demo on AE calendar.             | HubSpot API, Calendly        |
| Support Concierge Agent          | Answers “how-to” and troubleshooting questions on SmartTargeting, integrations, billing; opens Tier-2 tickets when needed. | Vector KB, Zendesk           |
| Customer-Success Follow-Up Agent | After demos, checks adoption milestones, nudges users to launch campaigns, surfaces upsell triggers.                       | HubSpot workflows, email/SMS |

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#### 4 | Implementation Timeline

1. **Weeks 1–2** – Upload sales decks, KB articles, and SDR transcripts.
2. **Weeks 3–6** – Shadow mode in CoPilot; reps refine tone and routing.
3. **Week 8** – Public launch of Sales-Qual & Support agents.
4. **Month 4** – CS Follow-Up agent added.

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#### 5 | Business Impact (first 120 days)

* **≈ 6 500 conversations/month** handled; 65 % resolved or demo-booked end-to-end by AI.
* Remaining 35 % arrive pre-qualified, cutting human handle time **42 %**.
* Demo-to-close rate rose **11 pp** due to faster first contact.
* AI absorbed workload equal to **6 FTEs**, saving ≈ US $480 k/year.
* Customer CSAT climbed from 4.1 → **4.6**.

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#### 6 | Key Lessons

1. **Lead with revenue** – automating qualification funded the project quickly.
2. **Train on real calls** – SDR transcripts captured authentic objections and phrasing.
3. **One brain, many channels** – users jump from chat to email without repeating details.

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#### 7 | What’s Next

* **Predictive upsell agent** to suggest larger farm areas.
* **Spanish-language pack** for Latin-American expansion.
* **Sentiment-alert bot** to ping CSMs when a conversation trends negative.

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**Bottom Line:** SmartZip’s raia-powered Agentic Workforce turned AI into a revenue engine and support safety net—doubling demos, resolving two-thirds of support inquiries automatically, and adding the capacity of six full-time employees without a single hire.