Case Study: Tonal achieves 62% higher workflow adherence with Stonly

How Tonal Equipped Support Agents to Handle Complexity with Confidence

Tonal, the smart home gym company, needed a better way to help its 100+ support agents handle highly complex troubleshooting and follow more than 250 long, text-heavy workflows. Their Salesforce knowledge base was difficult to search and maintain, which made it hard for agents—especially at the BPO partner—to find the right information quickly and consistently.

Stonly helped Tonal centralize knowledge by moving 400+ internal articles into Stonly’s knowledge base and building interactive step-by-step guides for common issues, along with AI-powered search, AI chat, and no-code triggers inside Salesforce. With Stonly, Tonal improved workflow adherence by 62%, reached a 90% QA score, increased agent CSAT by 7%, and raised knowledge base search success to 89%.

Tonal

Alex Arkhipov

Care Operations