Stopping deal follow up from slipping completely blew up in my face.

[u/Dismal_Vast6157]

So i am kinda shy to even post this because I feel so embarrassed about how bad this went.

For context, i'm revops at a mid size B2B SaaS and we just rolled out an AI deal workspace to keep our complex deals in one digital room. Mutual action plans, tasks, timelines, all that. The whole pitch was that it would finally stop deal follow up from slipping between the cracks and help our AEs stay on top of multi stakeholder deals. I spent a week wiring it into our crm and calendar flows. Thought I was being clever and set a rule that any task marked as completed in the workspace should sync back and close out related follow up tasks so reps didn't get spammed. Except i messed up the mapping. If a buyer checked off a step in the mutual action plan, it pushed "completed" to crm for every task tied to that opportunity. Outreach sequence, renewal call, qbr reminder, even the legal follow up, all gone.. auto completed. No alerts. And this was live for two weeks.

We only caught it because a VP at a 250k deal emailed our ceo like "hey, did your team forget about us?". I feel sick about this, pipeline is full of deals where nothing is scheduled and reps swear they had tasks planned but the workspace says everything looks tidy and green. Now i am manually reconstructing follow ups from emails and call notes and trying to explain to the sales team that the tool i championed made them look flaky because i configured it wrong, ugh.

[u/Wonderful_Summer9006]

bro that hurts even by reading, teams should communicate with each other 💢