CUSTOMER INTELLIGENCE AGENT · BY ORCA
Echo reads what your systems already know.
Echo, Orca's Customer Intelligence Agent, scores the signals in your CRM, warehouse, calls and community continuously and routes each one to the person who can act on it.
CRM · Warehouse · Calls · Community
SOC 2 Type II Security & AI governance, answered in public
Live demo
Pick a signal. Watch it land.
For customer success
Flag any account whose product usage falls two months straight inside 90 days of renewal.
Warehouse · Lakeshore Health
−23% weekly active use, 8 weeks
Renewal inside the 90-day window
Admin champion quiet for 6 weeks
Walt F. · Customer success manager · Salesforce task
Exec check-in queued, matched reference attached to re-engage.
3 of the 40+ signals Echo ships, for customer success
For customer marketing
Flag customers showing strong advocacy potential (on calls, in the community, in product data) and nominate them.
Surveys · Product data
Survey + CRM · Frank G., Harborlight
NPS 10
a daily user who has never been asked
Daily admin usage
Never asked for a reference
Phil S. · Customer marketer
Consent request drafted. Phil just sends it.
4 of the 40+ signals Echo ships, for customer marketing
See Orca for customer marketing
1 YOU WRITE IT
When a new opportunity opens, send the AE a Proof Pack™.
CHECKED AGAINST · CRM · Advocate pool · Content Library
2 ECHO CATCHES IT
Salesforce · Tech Support Inc.
4 of 6
referenceable customers matched to the deal
Industry, size, rollout and buying committee
Consent, cooldowns and open cases checked
3 THE RIGHT PERSON HEARS IT
Reggie J. · Account executive · Slack · Opportunity
Matched customers, approved quotes and talk tracks, ready before the first call.
3 of the 40+ signals Echo ships, for sales
“Oh my God. This is amazing. I'm in love. I love Echo.”
Lynn Nelson, BMC Helix
Signal library
40+ signals, pre-set and ready.
Fourteen of them score every advocate. Your own signals are detection prompts, written in plain language.
Signal 01/ 14 · Fit
Entitlement
Did the account buy this product?
Reads
CRM · products and contracts on the account
Why it matters
An advocate is only matched to prospects evaluating something they own.
“I feel like I've approved like 50 new reference contacts with it.”
“It's usually, I would say between 10 and 20 new advocates a quarter. So like 50 in a month is a lot.”
Sarah Howell, Senior Customer Marketing Manager, Advocacy, Checkr
- Entitlement: Did the account buy this product?
- Product usage: Does this person log in and work in it?
- Adoption depth: Surface user or power user?
- Account health: Green, yellow or red, right now.
- NPS: What they said when asked directly.
- Support & escalation history: Open cases pull an advocate from the pool.
- Tenure: How long they have lived with the product.
- Engagement recency: When they last showed up.
- Reference fatigue: How often they have been asked, and how recently.
- Format preference: Calls, quotes, case studies or video, whichever they agreed to.
- Region: Time zone and territory fit.
- Persona: Admin, exec or practitioner, matched to your prospect.
- Industry: Speaks the prospect's language.
- Prior reference outcomes: How their last calls actually went.
Relationships
Echo reads relationships, not rows.
An advocate is tied to an account, its deals, its support history and the calls where they said what they said. Every answer is grounded in that web, so you get the reasons with it.
Mickey M.
- ACCOUNT Meridian Health
- OPPORTUNITY Meridian renewal
- SUPPORT No open cases
- LAST CALL Last week
Ask first
Two references this quarter already. Resting until the cooldown clears.
Sam K.
- ACCOUNT Bluestem Labs
- OPPORTUNITY No open opportunity
- SUPPORT Case #4482 open
- LAST CALL 4 days ago
Held
An open case pauses the ask until it closes.
Rory D.
- ACCOUNT Bluepeak
- OPPORTUNITY Bluepeak expansion
- SUPPORT No open cases
- LAST CALL 9 weeks ago
Re-warm first
Quiet for nine weeks. Re-warmed before anyone asks.
- ACCOUNT Bluepeak
- OPPORTUNITY Bluepeak expansion
- SUPPORT No open cases
- LAST CALL 3 weeks ago
Clear to ask
Healthy account, never asked, and a post in The Pod this morning.
Pick an advocate · see everything their record touches
“Very, very cool functionality. And this is the future, in my opinion, of sourcing references.”
Brittany Mullen, Senior Director, Customer Advocacy & Engagement, BMC
Scoring
Scored continuously. Routed to whoever can act.
Every contact carries live scores from the systems you already run, recomputed as the data changes. Fourteen signals make up each advocate's fingerprint.
Willis R.94
Willis R.
Frank G.92
Frank G.
Hover a signal to see its score
Thurman M. · Other advocates
Fourteen scoring signals, one fingerprint per advocate
Point Echo at your org. See what it uncovers.
Thirty minutes, one detection prompt, written against your own data.
Rollout · Crawl, walk, run.
Prove it on one team, then grow it from there.
01 CRAWL · SCOPED
Echo for one team
One sales team, region or product line.
02 WALK · EXPANDING
Add the next team
Bring in more as the results show up.
03 RUN · ORG-WIDE
Echo across the org
The same caps and cooldowns, everywhere.