A mid-market SaaS company with a 15-person sales team connected Customer City to their Salesforce, Gong, and Outreach instances. Within the first week, the platform surfaced $2.4M in pipeline that their existing tools had marked as 'on track' but was actually at risk.
Here are the three deals that would have slipped through the cracks.
Deal 1: The $850K enterprise deal with a silent champion
Salesforce stage: Negotiation. Last CRM update: 3 days ago. Everything looked fine in the pipeline review. But Customer City correlated email activity from Gmail with call sentiment from Gong and found that the VP of Engineering - the deal champion - hadn't responded to any communication in 11 days. The last Gong call showed a sentiment shift when budget was discussed.
The CRM said 'Negotiation.' The signals said 'champion going dark after budget concerns.' Those are two very different stories.
Deal 2: The $920K contract stuck in legal
The contract had been sent via DocuSign 18 days ago. It was opened once, on day 1, and never again. No comments, no redlines, no signatures. Meanwhile, the rep had marked the deal as 'Contract Sent' in Salesforce and moved on to other deals. Without cross-referencing DocuSign activity with CRM stage duration, this blind spot was invisible.
See your pipeline's blind spots
Customer City connects to your revenue stack and surfaces the silent failures killing your deals.
Deal 3: The $630K deal with zero exec engagement
Eight calls recorded in Gong. Not a single one included a VP or C-level attendee. The deal was in 'Proposal' stage with a close date two weeks away. The rep was confident, but the buying committee had never been engaged at the decision-maker level.
The outcome
The RevOps team intervened on all three deals within 48 hours of the alerts. Two were saved through immediate executive engagement. One was correctly re-forecast, avoiding a surprise miss at quarter-end. Total pipeline protected: $2.4M.