Datadog P1
ALERT: Auth gateway p99 latency spike — Acme tenant
Strategic work needs context — across tickets, accounts, history, sentiment. Quantesic sees all of it, and gives your TAMs what they need to know before they pick up the ticket.
Triage tickets across every connected channel from a single workspace.
They're smart. They care. But they don't have what they need at the moment they need it.
Three customers at once. Which one matters right now? Without context, it's a guess.
The right call is in the data — across tickets, history, and contracts. She doesn't have time to find it.
Is this big enough to push to engineering? How does she know? She guesses.
Escalate too little, the customer churns over a fix that should have happened weeks ago. Escalate too much, engineering tunes her out.
Last-minute data pull. Half-remembered stories. Scrambling for the numbers that should already be there.
She walks into the meeting hoping nothing important got missed.
Three capabilities, each tied to a moment in the day. No dashboards to babysit. No prompts to engineer.
When your TAM opens a P1 she doesn't recognize, she runs AI Triage. Quantesic reads the ticket against your knowledge base and returns a root cause hypothesis, three execution steps, and the matching KB article — if one exists. She trusts what's right and overrides what isn't.
When she's deciding whether to push it to engineering, Quantesic shows the evidence: repeat occurrence, SLA risk, customer history, contract value. The decision is hers. The case is built.
Every ticket, every escalation, every interaction your TAM logs builds the account record automatically. When QBR week comes, she runs AI Synthesis on the account and gets a four-paragraph executive summary — ROI, deflection, health, renewal risk. She walks in with the narrative ready, not the data still scattered.
Acme remains a Tier-1 strategic account. License utilization stabilized at 94% after the March migration; weekly active users grew 18% QoQ. Deflection from KB-matched triage saved an estimated 41 hours of engineering time this quarter.
Recurring auth-gateway latency on Acme's tenant has surfaced three times this quarter — same root cause path. Engineering has it queued; no committed ETA. Renewal conversation in 47 days; sentiment leading indicator is amber, not red.
Pre-renewal mitigation plan attached. Suggest opening the QBR with the deflection ROI, then naming the auth-gateway pattern proactively before they do.
Less reactive. Earlier signals. Saved renewals. The things that should have been true for years.
Not when the customer screams. Earlier. When the pattern is visible but the relationship is still fixable. Engineering trusts the calls because the evidence is real. Customers feel taken care of because the response is fast.
Your VP of CS sees account-level risk in real time, not in a quarterly review. The conversations shift from "we're losing Acme" to "what are we doing about Acme this week." The save happens earlier, when it's still cheap.
They walk into ticket queues knowing what to touch first. They walk into QBRs with the narrative ready. They walk into renewal prep with the receipts already gathered. The work feels less reactive because it is.
I was a TAM for a decade. The job runs on judgment calls under pressure — which P1 to touch first, when to escalate, what to bring to a QBR. The data that should make those calls easy lives across half a dozen tools. So TAMs default to instinct, and instinct gets you most of the way there. Good isn't good enough for strategic accounts.
I built this for the TAM I was — and the TAMs I worked with — who deserved better tools than instinct.
A 30-minute walkthrough of the product, with the person who built it.