Case Study: Smartzip
FINANCIAL: SOFTWARE
SmartZip super-charges inbound sales & support with an Agentic Workforce built on raia
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.” – VP Revenue Operations, SmartZip
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:
Prospect inquiries about pricing, territory coverage, and ROI.
Product-use questions on SmartTargeting, CRM integrations, and campaign setup.
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.
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.
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
4 | Implementation Timeline
Weeks 1–2 – Upload sales decks, KB articles, and SDR transcripts.
Weeks 3–6 – Shadow mode in CoPilot; reps refine tone and routing.
Week 8 – Public launch of Sales-Qual & Support agents.
Month 4 – CS Follow-Up agent added.
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.
6 | Key Lessons
Lead with revenue – automating qualification funded the project quickly.
Train on real calls – SDR transcripts captured authentic objections and phrasing.
One brain, many channels – users jump from chat to email without repeating details.
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.
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.
Last updated