The Challenge

With a growing client base that demands data privacy and regulatory compliance, Optimove faces a steady stream of technical questionnaires that often pull their team away from day-to-day operations. They needed an efficient, scalable way to automate responses.

The Outcome

1up was deployed as their automated knowledge base, generating answers to everything from complex RFPs to one-off customer queries. This empowered Optimove to take on more opportunities while freeing up their sales teams to focus on high-value initiatives.

How Optimove Automates Enterprise Knowledge Management

Technical Knowledge Powers Success at Optimove

Optimove is the leading Customer-Led Marketing Platform trusted by more than 500 brands across retail, banking, iGaming, and eCommerce. Their technology empowers brands to put their customers first and gain their loyalty for life.

In our conversations with Optimove it was clear that their sales team emphasizes product expertise. Their customers see them as experts in the space and they want to make that product knowledge accessible to their global sales organization.

With rapid growth comes a high volume of customer questions. From one-off product queries to long-form RFPs, Optimove’s team is constantly responding to something product-related. And let’s not forget about the constant stream of questions in the company’s internal Slack channels.

The hard part? Tying together their many sources of knowledge.

Before 1up, getting technical answers would involve multiple people. Today we’re able to query our knowledge base in seconds, making it easy for anyone to respond on almost any topic.

Eddie Patszch, VP Revenue

Before 1up, a Massive Knowledge Base

When it came to knowledge management, Optimove has tons of it.

Optimove Academy, their customer-facing knowledge base, was a powerful resource used by teammates. It’s constantly growing with hundreds of pages with great content.

They also had tons of previously completed product questionnaires full of great answers. Add in their Developer Portal and you’ve got a treasure trove of knowledge.

The challenge was unifying all of these great sources and web-based content to create one centralized knowledge base.

Rather than simply building up more knowledge, the focus shifted from building to making technical knowledge accessible to the team. The Solutions team prioritized automation with the goal of enabling the company to respond faster, more precisely, to technical questions from customers in two ways:

  1. Complex RFPs and compliance questionnaires.
  2. One-off questions in Slack.

That’s where 1up comes in.

I’d say Ask 1up is my favorite feature. With the Slack integration, 1up can be used as a knowledge source beyond just RFPs. It’s quite good at answering straightforward questions.

Asaf Stein, Global Director of Solutions Engineering

With 1up, Fully Automated Enterprise Knowledge

1up enabled Optimove to quickly connect their product documentation, developer portal, sales assets, and numerous web and document based knowledge sources.

Teammates can ask 1up for answers to complex product questions in Slack. They can automatically fill out RFPs. They can even correct answers and teach 1up new knowledge.

The most noticeable improvement in Optimove’s workflow is the elimination of manual searching for information. From Account Executives to Solutions Engineers, everyone has access to the same product knowledge.

Now, when the team receives a complex technical questionnaire, they simply upload it to 1up and shift their focus to more strategic tasks. Meanwhile, 1up takes on the labor-intensive process of researching Optimove’s trusted internal resources to craft tailored responses. By automating the time-consuming work of sifting through documentation and answering questions, 1up allows Optimove’s team to stay focused on driving customer success.

WIth 1up, they achieved reliable AI RFP automation without any heavy lifting.

1up saved one of my deals when I had to respond to a last minute RFP. Before 1up, a response could take 3-4 people several days to complete. I was able to get it done in a fraction of the time.

Chris Gardella, Senior Account Executive

Their Favorite Feature? The Slack Integration.

At Optimove, the Slack plugin for 1up has become an indispensable tool. With 1up connected directly to Slack, the team can ask questions and retrieve precise, AI-generated answers without leaving their communication hub.

Optimove’s internal knowledge ecosystem, integrated into 1up, ensures trusted resources are always at the ready. By locking it down to a limited set of Optimove knowledge, 1up eliminates concerns about AI inaccuracies or hallucinations while maintaining complete control over proprietary information.

The convenience of accessing 1up through Slack means no more wading through extensive documentation or massive knowledge bases to find answers. With quick response times and easy collaboration, the team no longer scrambles to complete questionnaires under pressure. 1up’s Slack integration has transformed how Optimove tackles customer questions, making the process more efficient and stress-free.