For customer success · The supply side
Advocates find your program. Not the other way around.
Echo, Orca's Customer Intelligence Agent, reads the calls, health scores and usage you already have, across your whole book. You approve a nomination it drafted from a quote you might have missed, and you hear about falling usage weeks before the renewal call, not on it. Nothing reaches a customer without your sign-off.
Lands in · Slack · Teams · Salesforce
Echo in Slack · Walt F., CSM
Your book · 60 accounts
Calls, health and usage
Today · 2 signals · Echo · APP · 9:06 AM
Lakeshore Health needs you. Usage is down eight weeks straight and they renew in 62 days. Your exec check-in play is queued.
Open the play · Matched reference attached · Echo · APP · 2:14 PM
Willis R. at Cedar Ridge Care just said, “I've already recommended you to two other teams.” The nomination is pre-filled.
Approve nomination · Dismiss
The job today
Advocacy runs on your spare time.
Sixty accounts, one of you. The praise is in last week's call recordings, and the risk is in a usage report you had no time to open. Workiva had about 1,100 advocates on file; roughly one in ten had ever been used.
A CSM's week · Without Orca · FRI 4:30 PM · The renewal call.
Their champion left last quarter. You found out on this call.
With Orca
The same week, with Echo reading every call and usage report for you.
Each moment starts with something your team already captures: a call, a health score, a ticket, a survey. Echo does the first step and leaves you the decision.
Renewals · Advocates · Growth · Protection
Every seat
Built for every seat on the CS team.
The same accounts matter to a CSM, a CS leader, an account manager and CS ops for different reasons. Each one gets its own first step.
CS leaderRetention across the team
- When a champion leaves, Orca flags it early enough to build a second relationship in the account.
- Advocate activity logs to accounts and opportunities in Salesforce, so you can show what it did.
- One set of guardrails across every book on the team.
CS leader
See every book on the team without asking for a status update.
Across the team · this week
Every book on the team
Monday, before standup
3 Walt F.60 accounts · 1 at risk · Ana L.54 accounts · Champion change · Marcus T.48 accounts · 2 new advocates · Jen O.57 accounts · Quiet · Lakeshore Health
Walt F.'s flag · renews in 62 days
Health dropped inside the renewal window
Exec check-in play queued
Status updates requested: 0
Every flag opens the account and the evidence behind it.
Account managerRenewals closed
- Expansion moments routed to you and the CSM, with the snippet.
- Renewal risk with the trend and the date, weeks ahead.
- A matched reference for the expansion conversation.
Account manager
Walk into every renewal knowing what changed.
In Salesforce · Renewals, next 90 days
Nina A., account manager
Renewals and expansion · Friday, 11:05 AM · From the call · Yogi B.Bluepeak
Routed to you and Walt F., with the snippet
For the expansion conversation. Caps, cooldowns and holds checked first.
In Yogi B.'s words · Fri 11:05 AM
A matched reference is attached to the Bluepeak expansion.
CS opsTools the team actually uses
- Signal rules, routing and caps set once in the platform, without engineering.
- Every signal and approval writes back to Salesforce.
- CSMs get every signal in tools you already support, with nothing new to check.
CS ops
Set the rules once. Echo runs them on every account.
Orca · Signal rules
Renewal risk
Signal rule · set once · holds during open cases
On · First run · Mon 9:06 AM
- Walt F., the account's CSM In Slack
- #cs-renewals In Slack
- Account activity In Salesforce
Set once · runs on every account
Change it any time. No engineering ticket.
What Orca does for this seat
- Signals for your accounts in Slack or Teams, with the customer's words attached.
- Nominations drafted from the call. You approve or dismiss.
- Caps, cooldowns and holds checked before anyone asks your customers.
CSM
Know which accounts need you before Monday's standup.
Walt F., CSM
A book of 60 accounts
Fri 11:05 AM · Signals this week
3 Lakeshore HealthRenews in 62 daysMon 9:06 AM
Usage down eight weeks, inside the renewal window.
Renewal play queued
Frank G.Harborlight · NPS 10Wed 10:20 AM
“Easiest renewal I've signed all year. Happy to say that anywhere.”
Consent request drafted
Yogi B.BluepeakFri 11:05 AM
“Can our support team get the same dashboards?”
Routed to you and Nina A.
3 of 60 accounts need you
The other 57 accounts could wait this week.
Proof
Workiva took reference requests from over a week down to 1.9 days.
One reference request · Workiva
Request to reference
A rep needs a customer in oil and gas.
About 1,100 advocates on file
Before Orca · Over a week
Fifteen messages before anyone knew the rep needed someone in oil and gas. Then a person eyeballed a spreadsheet. It was guesswork: who fit, who was already asked, who was burning out.
With Orca · 1.9 days · Workiva
per reference request, down from over a week
The rep requests a reference from the opportunity. Echo returns ranked candidates who are qualified, available and rested.
One request instead of fifteen messages. Your team picks from ranked, rested candidates instead of eyeballing a spreadsheet.
“Orca has transformed how we manage references. What used to take over a week now happens in a day, and we're just getting started.”
John Scallon, Director of Customer Success, Workiva
40% Across Orca customers
advocate pool growth, program-wide
2x Across Orca customers
win rate on deals with an advocate touchpoint
Questions
What CS leaders ask before they roll it out.
Straight answers on workload, noise and your customers.
Is this another tool my CSMs have to log into?
No. Signals land in Slack, Teams and Salesforce, where your CSMs already work, and approving a nomination or opening a play takes one click from the message.
We already get call summaries. How is this different?
A summary tells you what was said. Echo acts on what changed: a quote worth a nomination, usage falling inside the renewal window, a second team asking for access. Each signal carries the customer's words with a timestamp and the next step, and when a topic never came up, Echo says so instead of guessing.
Will sales burn out my customers?
Every ask through Orca checks consent, caps, cooldowns and open cases first, and nothing reaches a customer without sign-off from the person who owns the relationship. If a rep sets up a reference outside the program, Echo catches it on the call or in email, so your customer still gets the credit.
How noisy are the alerts?
A signal is a thermostat, not a thermometer: Echo acts on a meaningful change, not routine pleasantries. Your team sets the criteria for each signal, and each one goes to the person who owns the account.
We have no advocate program yet. Do we need one first?
No. Echo builds the pool from your calls and health data, so pool growth is where you start.
What does our Salesforce admin need to know?
Orca installs in Salesforce as a managed package. Advocate and reference records live in your org, under your sharing model and permission sets. The full picture is on the Why CRM-native page.
Where does call processing happen?
Echo's call processing runs outside Salesforce. Your organization can connect its own model account, and the current subprocessor list is at trust.orcaforce.co.
Bring one renewal. See what Echo already uncovered on it.
Thirty minutes, your org, your accounts.