Turning scattered customer knowledge into a single source of truth across the revenue organization
At a glance:
6 months as a design partner before becoming a customer
5+ roles use Aida across the revenue organization
3 teams, Sales, CS, and Implementation, use Aida
New VP of Sales productive in Aida on Day 3
Overview
Synctera sits at the intersection of fintech and banking, managing complex multi-stakeholder deals across bank partners, fintechs, Sales, Implementation, and Customer Success. With critical customer knowledge spread across conversations, recordings, and systems, the revenue team needed a better way to turn information into action.
After a six-month design partnership, Synctera adopted Aida as its revenue intelligence layer. What started as a sales tool expanded across Customer Success, Implementation, and the C-Suite, helping teams access deal context, improve handoffs, and make faster decisions.
A newly hired VP of Sales was productive in Aida within three days. For Head of RevOps Aaron Richland, the value wasn’t just another feature set. It was turning every revenue conversation into searchable, actionable intelligence.
The Challenge: Valuable Data, Limited Intelligence
Synctera already had Gong, a proven conversation intelligence platform. But ahead of renewal, Aaron found the team wasn’t using it enough to justify the investment.
“We were paying a lot for it and we weren’t fully utilizing it as well as we should have been.”
— Aaron Richland, Head of Revenue Operations, Synctera
The problem wasn’t a lack of information. Salesforce stored deal data, Gong captured conversations, and deep customer knowledge existed across the organization. The challenge was turning that scattered information into actionable insight: quickly understanding what was happening in a deal, surfacing risks, and giving the right people the right context at the right time.
For Synctera, that gap became more visible as deals grew more complex. With multiple stakeholders, long sales cycles, and cross-functional handoffs, staying informed meant sitting in every meeting or watching hours of recordings — neither of which scaled. Critical context could get buried between conversations, slowing decisions and making it harder for teams to stay aligned, ultimately putting revenue opportunities at risk.
The Solution: Building Trust Through Partnership and Product Velocity
Synctera’s journey with Aida started with a six-month design partnership. Early access gave the team a way to evaluate an emerging platform alongside an established incumbent without taking on additional cost or risk.
Throughout the partnership, Aida evolved quickly. New capabilities shipped regularly, feedback directly influenced the roadmap, and Synctera experienced a level of responsiveness they hadn’t seen with larger vendors.
By the end of the partnership, the team had the confidence to fully transition from Gong and make Aida the foundation of its revenue intelligence strategy.
“The velocity of building I saw over the past year, and the progress that was made, made me feel confident in where the product was heading and how much improvement was going to continue happening.”
— Aaron Richland, Head of Revenue Operations, Synctera
Passing a Financial Services Security Review
Adopting a new revenue platform required meeting strict financial services security requirements. Aaron led the internal review process, evaluating data access controls, board-material protection, and least-privilege permissions.
Aida’s team responded quickly to detailed security questions — even before Synctera was a paying customer. The team worked through requirements within days and accommodated Synctera’s access model without friction.
That responsiveness reinforced the partnership that had formed during the design phase. More than a software vendor, Aida was a team willing to move quickly alongside the financial services firm.
Why Aida Over Gong
When the decision came down to renewing Gong, Synctera chose Aida, based on three factors: an AI-native platform, rapid product velocity, and a team that actively listened to users and built alongside them. Since Aida was built from first principles after the mainstream arrival of AI, it improves along the same trajectory as its customers.
More importantly, Aida gave what Synctera needed most: a way to transform revenue conversations into searchable, actionable intelligence across the organization.
The Results: From Sales Tool to Revenue Intelligence Engine
Using Aida, Synctera transformed scattered conversations and recordings into a searchable intelligence layer used across the organization.
Deal Visibility Without Being on Every Call
Aida gives leadership real-time visibility into pipeline conversations without requiring them to attend every meeting or watch hours of recordings. Teams can quickly understand objections, customer pain points, pricing discussions, and deal risks — making it easier to prepare for calls and board meetings.
Cross-Functional Alignment Without the Handoff
Synctera’s deals span multiple teams. Aida provides a shared source of truth, allowing teams to generate role-specific briefings on demand and preserve critical context throughout the customer lifecycle.
An On-Demand Analyst for the Entire Pipeline
Aaron’s favorite Aida capability is its conversational interface: the ability to ask questions about deals, accounts, and trends using natural language, receiving answers based on the firm’s data.
“Being able to have an AI chat interface that has all your data already in there and being able to ask it whatever you want — and popping out good answers most of the time — is pretty amazing. And I think we’ve only scratched the surface.”
— Aaron Richland, Head of Revenue Operations, Synctera
Faster Onboarding for New Revenue Leaders
When Synctera hired a new VP of Sales, instead of weeks of shadowing and coaching sessions, the new leader was querying deal context and getting up to speed by day three.
Before and After Aida
Before Aida | After Aida |
Deal information was scattered across Salesforce entries, recordings, and tribal knowledge. | Aida creates one searchable source of truth for calls, emails, and deal context. |
Staying informed required attending meetings or watching recordings. | Aida generates deal summaries and surfaces insights through natural-language queries. |
Cross-functional briefings required manual preparation and risked losing context. | Aida builds role-specific briefings on demand for teams joining deals. |
New leaders needed weeks of shadowing to understand the pipeline. | Aida helped a new VP of Sales become productive by day three. |
Revenue intelligence was limited to individual tools and teams. | Aida provides a shared intelligence layer across Sales, Customer Success, Implementation, and the C-Suite. |
Security reviews for recording tools created friction. | Aida supports Synctera’s security requirements with rapid responses and least-privileged access. |
The impact extended beyond Sales. As teams saw the value of centralized customer conversations, adoption expanded organically across the organization.
What started as a replacement for an underused conversation intelligence tool became a broader revenue intelligence layer. Even with additional workflows to unlock, Synctera has already enabled faster decision-making, stronger cross-functional alignment, and deeper customer visibility.