How Persefoni was able to scale their Customer Success team 3x with Workato Genies

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How Persefoni drove 3x Customer Success Productivity with Genies

Department

IT, Customer Success

Region

Mesa, Arizona

Industry

Software & Technology

About

Persefoni is the leading sustainability management SaaS and AI platform, enabling enterprises and financial institutions across the globe to manage their carbon emissions, streamline climate disclosures, and align with evolving regulatory standards. Headquartered in Arizona, Persefoni empowers organizations to deliver audit-ready, data-driven sustainability reports with accuracy and transparency. As a fast-scaling company, Persefoni has made orchestration and embracing AI a core part of its mission to scale efficiently.

Challenges

As Persefoni grew, the IT teams faced growing inefficiencies caused by manual processes and disconnected tools that created friction across departments.

Manual workflows across all systems (Salesforce, NetSuite, Jira, Confluence, UKG) operated in silos with no integration between platforms.

• Limited initial orchestration tools that were underpowered, difficult to manage, and lacked error-handling visibility.
• A lean IT team needed stronger data orchestration to keep pace with a rapid growth trajectory.
• Teams needed faster access to information, resources, and support to drive successful customer outcomes without increasing headcount.

Solutions

Persefoni switched to Workato to create connected experiences and orchestrate data flow across the business. The platform’s speed to value and Slack integrations allowed the team to build automations quickly. Persefoni quickly embraced the power of AI building with Workato One. The team was able to build and deploy a new Customer Success Genie in under a week that was able to learn comprehensive regulations and deeply technical climate concepts, providing fast and impactful responses to the team so they could get back to their customers without a bottleneck.

• Orchestrated routine workflows like account assignments and approvals directly inside Slack, boosting adoption and productivity.
• Developed an advanced CS Genie to enhance knowledge management, tailor customer communications, summarize Zoom calls, and answer climate-related questions.
• Unified core systems across the business while partnering with Workato to pilot agentic AI and build custom, scalable workflows.

Results

Workato has transformed Persefoni’s operations by enabling fast, scalable automation and deploying real, business-changing AI solutions. What began as simple Slack bots has evolved into AI-powered Genies that save hours of time across departments.

• Customer Success saves 30–45 minutes per Zoom call with automated summaries, drafts, and instant knowledge from AI-powered Genies.
• HR and People Ops use their own Genie to handle routine requests like PTO, while other teams access climate insights from hundreds of ingested white papers and resources.
• Workato empowers Persefoni’s lean IT team to scale efficiently without being slowed by manual work or brittle tools.
• Support 3 times the number of customers with the implementation of their CS Genie.