Case Study: PatientPop automates CSM account assignments with Chili Piper

How PatientPop Used Chili Piper to Automate CSM Account Assignments

PatientPop, a healthcare software company, was struggling with a broken customer success process for assigning new accounts. The CS team had to manually dig through Salesforce reports and assign accounts to CSMs by hand while trying to balance workload, which caused delays and risked missed accounts. They turned to Chili Piper to help automate this process.

Using Chili Piper, PatientPop created separate meeting queues based on factors like provider count, number of locations, partner status, and ARR so accounts could be routed to the right CSM automatically. As a result, 90% of PatientPop’s accounts now launch through a Chili Piper queue and their “growth strategy call” is scheduled immediately after implementation, improving productivity for both CSMs and managers.

PatientPop

Chloe Jillings

Manager of Customer Success