Seamless.AI
For the support team, merging contacts has gone from a five-minute process down to a 30-second one
Seamless.AI runs its Salesforce sales and support operations on Sales Cloud and Marketing Cloud. As the company scaled past 400,000 users, duplicate contacts, accounts, and cases built up faster than the RevOps team could merge them by hand. Adopting Plauti to automate the merge closed that gap and cut a routine contact merge from five minutes to 30 seconds.
Salesforce handled Seamless.AI's contacts, accounts, and cases reliably, but growth exposed a limit: Salesforce's default merge tool can combine no more than three records at a time. Every larger cleanup had to be broken into batches and merged manually.
That left the Revenue Operations team clearing duplicate contacts, accounts, and cases by hand, one small batch at a time. The team built workarounds to cope with the volume, but none of them removed the underlying limit on how many records Salesforce would merge in one pass.
Seamless.AI adopted Plauti to remove the record limit and automate the merge itself. With Plauti installed as a native Salesforce app, the RevOps team consolidates customer data in one place instead of stitching batches together by hand.
Merging cases now takes three steps: check the cases to merge in a related list, click merge, and let Plauti apply the rest. Because Plauti runs natively inside Salesforce, there's no third-party integration to maintain and fewer places for a data discrepancy to creep in. The team runs merges on a weekly schedule, or triggers one directly from a record page when duplicates turn up between cleanups.
The Sales team can now hand a customer a complete history of the account relationship, because every interaction rolls up to one record instead of being split across duplicates. Support can trust that opportunities and contacts stay linked to the right account even when a data entry creates a slightly different account name.
Duplicate data is now rare rather than routine in Seamless.AI's Salesforce org. The team also spends less on storage it no longer needs for redundant records, and RevOps time that went into manual merging goes back into the workarounds and projects the team had shelved to keep up with the backlog.
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Salesforce's default merge tool combines at most three records at a time, so any larger cleanup of duplicate contacts, accounts, or cases had to be split into batches and merged by hand.
Contacts, accounts, and cases. The RevOps team checks the records to merge in a related list, clicks merge, and Plauti applies the rest.
Seamless.AI's support team went from a five-minute manual merge to a 30-second one, according to Shaya Silvers, Salesforce Certified Administrator at Seamless.AI.
No. Plauti runs natively inside Salesforce, so Seamless.AI didn't need to add or maintain a separate integration to merge duplicate records.
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