Challenge
Sales automation platform wanted to automate billing, support, and marketing workflows but lacked internal automation experience. The team needed guidance, structure, best practices, and ongoing review to avoid technical debt and build automation confidence.
Our Approach
We paired hands-on delivery with enablement so the team could own and extend their automations.
Discovery phase
Picking high-value wins and a clear roadmap
- Identified workflows with immediate value: billing notifications, onboarding, support triage, churn alerts
- Designed clear, easy-to-maintain workflow diagrams and naming standards
- Created a roadmap for automation expansion with guardrails for maintainability
Development & Stack
Building a reliable n8n foundation
- Configured n8n with proper access controls, backups, and environment hygiene
- Built modular workflows with reusable functions and consistent conventions
- Introduced GitHub-based version control for safe iteration and rollback
AI & Automation Intelligence
Adding AI to boost support and onboarding
- Implemented AI-powered message classification for support tickets
- Added AI-generated onboarding messages for personalized customer communication
- Created a workflow assistant that explains automations to the team
Solution
The SMB team gained a stable automation base, hands-on training, and documentation that lets them build confidently without external dependency. Foundational workflows now handle billing notifications, onboarding, support triage, and churn alerts with clear ownership and versioning.
Key capabilities delivered:
- Automation playbook and templates for reusable patterns
- Training sessions and office hours to upskill the team
- Modular workflow architecture with documented standards
- AI-assisted internal support for faster responses and knowledge sharing
Why It Matters
This case highlights Excality’s ability to guide smaller teams through adopting automation the right way—scalable, maintainable, and approachable. It shows our strengths in training and consulting, AI-enabled development, and empowering clients with long-term autonomy.