01
The job was fields, not a summary
We ignored the transcript-as-product. The agent’s job was: propose next stage, close date, use case, and a one-line reason. That is what ops actually needed.
B2B SaaS
A sales-ops agent for CRM hygiene
A CRM hygiene agent for B2B SaaS sales-ops: it reads Salesforce call notes, updates fields, and flags exceptions—built against real CRM rules, not a sandbox. Forecast category never went automatic; the agent does not invent a close date.
Result
18 hours / week recovered
What we left alone
The agent does not coach reps and does not write emails. Those were requested. We said no. Hygiene compounds. A chatty agent would have been another tab to ignore.
The situation
This was a CRM hygiene agent for a growth-stage B2B SaaS sales-ops team, built against live Salesforce rules rather than a clean sandbox. Reps had good conversations and a rotten CRM. Notes lived in a doc; the fields revenue ops needed were empty; forecasts were theater. A meeting-assistant pilot had dumped transcripts nobody read. The job was production CRM hygiene: read the call note, propose next stage, close date, and use case, flag exceptions, and never invent a number. An agent that wrote free text into the wrong picklist would make the forecast worse. Reps would ignore anything that added a tab to their day.
The real constraint
Salesforce was the system of record. Fields had picklists, required stages, and a messy custom object. A CRM hygiene agent that wrote free text into the wrong place would make the forecast worse. Reps would ignore anything that added a tab to their day.
Approach
What we did instead of the obvious demo
02
Propose, then earn writes
For the first month the agent only suggested. A rep accepted or edited in the CRM they already had open. We measured accept rate per field. Only high-trust fields went automatic.
03
Built on the ugly API
Validation rules, locked records, duplicate leads. The agent had to fail visibly—not invent a close date when the opportunity was locked.
04
A human still owns the number
Forecast category never went automatic. That is a judgment the manager still makes. The agent is not a quota.
What we refused
- A new sidebar the reps would never open
- Unbounded updates across the whole object
- Letting the model invent dates or amounts
What transferred
- The field-level allowlist and the accept-rate dashboard
- A shadow mode they still use for any new field
- A kill switch in the same place as the other sales tools
The outcome
Ops recovered about eighteen hours a week that used to be chasing reps for fields. Accept rate on use-case and next-step fields held above the bar we set. The forecast meeting started from a CRM that was merely imperfect, not empty. The CRM hygiene agent still proposes; a human still owns the number.
Another engagement
Tell us the job that already hurts.
We’ll tell you honestly if we can help and what it would take.