Many clients don't regularly log into the platform, which means the primary touchpoint for performance visibility is the reports Customer Success sends. Assembling these reports was a manual process: pulling data from multiple sources, aggregating follow-up items from emails and meeting notes, and formatting everything into a client-ready document.
The time spent on report assembly was time not spent on analysis and recommendations — the parts of the report that actually drive client value.
The team built a Claude skill that connects Gmail, Google Docs, Granola, Gong, and other tools to centralize all follow-up items and reporting for each client. The skill aggregates data across sources, formats it into a customized weekly report, and delivers it — replacing the manual assembly process entirely.
A companion skill connects dashboards directly to email, allowing the team to generate and send performance snapshots without leaving their workflow.
Customer Success teams now spend their time on insights and recommendations rather than report assembly. Clients who don't log into the platform still get a consistent, comprehensive view of their performance. The skill handles the aggregation and formatting so every report is complete and delivered on time.