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The Challenge: Scaling Without Visibility
Red Van, a global digital commerce agency, was growing fast but operating reactively. Every customer issue turned into an all-hands scramble, with information trapped in silos and no unified view across accounts.
“Status quo was that everyone had the best intentions and just muscled through until things worked out,” said Shannon Santorineos, VP of Customer Success. “If a customer raised a red flag, it was chaos — everyone dropped what they were doing. It took massive bandwidth and lived in a vacuum.”
The Solution: Sturdy Made Red Van's Customer Success Team “Everywhere at Once”
By connecting directly to existing communication channels, Sturdy gave the team complete, real-time visibility into every customer relationship and communication — without adding systems or headcount.
“That’s what Sturdy allowed us to do — be everywhere all at once,” Shannon said. With insights flowing automatically, the team shifted from reactive firefighting to proactive, data-driven action.
The Impact: 200% Productivity and a Leaner, Smarter Operation
The change was immediate. By automating data collection and surfacing key signals, the team dramatically reduced manual work and decision lag.
“When we scoped the team initially, we guessed that the end goal might be for a team of three people covering 44 accounts,” Shannon shared. “After Sturdy, we found that I and 1 CSM could cover the entire business.”
That shift — from a projected team of 3 to just 1 CSM — represents a 200% increase in productivity. Each team member now accomplishes the work of 2x, with greater clarity and less effort.
Sturdy.ai didn’t just improve efficiency; it reshaped how Red Van operated — smaller team, faster execution, and scalable impact.
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