Before Chili Piper, PatientPop's customer success managers were losing time before they even had their first customer call. Managers had to manually search Salesforce reports, review account attributes — provider count, locations, partner status, ARR — and manually assign CSMs while balancing workload distribution.
It was slow, error-prone, and entirely manual.
Queue-Based Automation
Chloe Jillings, Manager of Customer Success at PatientPop, rebuilt the assignment process using Chili Piper's routing queues. Accounts routed automatically to the right CSM based on pre-defined criteria — no manager review required, no Salesforce digging, no workload imbalances.
The result: 90% of PatientPop accounts now launch through a Chili Piper queue, freeing CS managers to focus on strategy rather than assignment logistics.
Increased CSM productivity followed — not from working harder, but from starting each customer relationship without the administrative overhead that had previously consumed onboarding time.
