What we learn from teams selling, servicing and hiring — and where AI actually earns its seat. Written by the people who build and implement it.
Every vendor shipped an assistant this year. Almost none of them let the assistant you already pay for touch the record. We think that's backwards — and the shift toward open protocols like MCP is why the "AI inside the app" era is already ending.
“An assistant that can't write to the record is a search box with better manners.”
Two arguments we've had with customers often enough to write down.
The pilots that failed last year didn't fail on the model. They failed because quotes lived in one system, dispatch in a spreadsheet and complaints in three WhatsApp groups — so the agent confidently acted on data nobody trusted.
Per-seat pricing assumed one human, one login. Now half the industry is quietly moving to consumption meters you can't forecast. We priced it the boring way instead — a seat is a seat, whoever is sitting in it.
Four things Indian teams asked us about more than anything else.
With nearly half a billion users in the country, WhatsApp isn't a channel you migrate teams off — it's where your customer already is. The mistake is letting it be the only place the conversation exists. Three ways we've seen teams keep the chat and still end up with a record.
E-invoicing now covers the overwhelming majority of B2B value, and the network cross-checks returns as they land — quietly risk-profiling every filer. When quoted, shipped and billed disagree inside your business, it has stopped being an internal problem.
Per-seat price is the number in the proposal. Implementation, integration and training are the number you actually pay. A three-year total that includes migration is the only comparison worth running — here's the sheet we hand buyers, including for our own quotes.
Best-of-breed made sense when each tool was better than any suite. In 2026 the tie-breaker is the handover: every seam between two systems is a place where the order line, the complaint or the follow-up goes missing — and no vendor owns the gap.
Good — those calls are where the next post comes from. Bring your record and we'll argue about it for twenty minutes.
