Case Study: Kustomer achieves greater visibility and scalable growth with Gong

The Secret Sauce to Sustainable Growth at Kustomer

Kustomer, a New York–based customer service CRM, was losing visibility into its sales and customer experience processes as it scaled and needed a platform to surface gaps, replicate winning behaviors, and improve cross‑functional collaboration. To solve that, Kustomer adopted Gong’s revenue intelligence platform for call recording, analysis, coaching, and deal visibility.

Gong delivered call-level analysis, deal boards and warnings, and trend insights used by sales, ops, product, and professional services to spot stalled deals, pivot messaging during the pandemic, and codify top-performer behaviors. As a result, Kustomer increased visibility and collaboration, saw win rates rise fivefold when deals were multithreaded, found top reps were 44% more likely to tell the company origin story in winning deals, and credits Gong with helping hit topline goals and enabling a successful acquisition.

Kustomer

Vikas Bhambri

SVP, Global Sales & Customer Success