🚀 Red Van Achieves 200% Productivity Boost with Sturdy

The Challenge: Scaling Without Visibility

As Red Van Workshop’s global commerce business accelerated, the team’s growth outpaced its systems. Each customer escalation triggered a company-wide scramble — information was fragmented across channels, and no one had a complete view of customer health.

“Everyone had the best intentions, but we were operating on muscle and instinct,” said Shannon Santorineos, VP of Customer Success. “When a customer raised a red flag, it set off a chain reaction. Everyone dropped what they were doing to respond. It worked, but it wasn’t scalable — it drained time, energy, and focus.”

The Solution: Turning Chaos Into Clarity with Sturdy

By integrating seamlessly into Red Van’s existing communication stack, Sturdy provided a unified, real-time lens into every customer interaction — no extra systems, no new tools to learn.

“Sturdy allowed us to be everywhere at once,” Shannon said. “It connected the dots instantly — giving us visibility into what mattered, without adding overhead. For the first time, we could act on insights instead of chasing them.”

With automated insights and AI-driven signal detection, Red Van’s CS team transformed from reactive responders to proactive, strategic partners.

The Impact: 200% Productivity and a Smarter, Leaner Operation

The results were immediate and measurable. Sturdy eliminated manual data gathering and surfaced key trends automatically — freeing the team to focus on outcomes, not upkeep.

“We originally planned for a team of three to manage our book of business,” Shannon shared. “After implementing Sturdy, one CSM and I were able to cover the entire portfolio — with better visibility and faster response times.”

That shift — from a projected three-person team to just one CSM — represented a 200% increase in productivity. Each team member now accomplishes twice as much with greater clarity, confidence, and calm.

“Sturdy didn’t just make us more efficient — it changed how we operate,” Shannon said. “We’re leaner, faster, and more strategic. It scaled our impact without scaling our headcount.”

Bottom Line

Sturdy.ai empowered Red Van to scale customer success with precision — transforming a high-effort operation into a high-performance one. Review collected by and hosted on G2.com.

We were early adopters and so some features were still being built. They have really enhanced the UX of the tool and we are so excited about their roadmap for the next year. Review collected by and hosted on G2.com.

Simply one of the fastest and best use cases for AI and natural language processing. I've used Sturdy at Solo and my people company Syntrio. In both cases the installation was seamless and the impact was immediate. We saw clear signals around customer satisfaction and engagement which allows our teams to action critical customers. We saw 50% + improvements in retention and 30% improvement in our expansion and cross sell programs. I look forward to my Monday summary and Sturdy insights drive many of the things we do on a daily basis. Simply a great product that delivers what they promised! Review collected by and hosted on G2.com.

The UI continues to evolve and we look forward to my dynamic summary reporting but overall not much to dislike. Review collected by and hosted on G2.com.

Awareness. Before Sturdy, we would hear about emails being sent to different people at the company that if shared earlier with their CSM or the ELT, we could have tried to intervene. Now, we have the ability to pull in customer facing employee communications and set meaningful signals that are specific to our risk profiles and send notifications to the right people real time.

The team at Sturdy has been great to work with from sales to implementation and ongoing support and use of the system. Review collected by and hosted on G2.com.

It would be helpful to have the ability to create our own custom models to interact with the system. Giving the user more flexibility to interact with the data we want to manage. Review collected by and hosted on G2.com.

Sturdy.ai has been instrumental in transforming how we interact with our clients and manage our operations. The platform has allowed us to get a tremendous pulse on our clients, making it easier to anticipate their needs and address issues proactively. The real-time alerts are a game-changer, bringing immediate attention to items that require action.

One of the standout features is the ability to set custom triggers and filters for alerts, which enables us to focus on specific areas of our business. We've also been able to customize signals to gain insight into our customers' needs for products that would help them manage their business. The summaries of client activity over specified periods are invaluable, especially when preparing to contact a client who has expressed concerns.

Sturdy.ai has also provided tremendous insight into how our employees interact with clients, serving as an excellent coaching tool. The support and responsiveness from the Sturdy team have been on point, making the overall experience even better.

In summary, Sturdy.ai has significantly improved our ability to efficiently service our clients and manage our operations. I highly recommend this platform to any business looking to elevate their customer experience and operational capabilities. Review collected by and hosted on G2.com.

No downsides. There is constant improvement. Review collected by and hosted on G2.com.

Sturdy has helped our organization gain quick visibility to some of our most pressing escalations with clients, which has driven immediate impact in our ability to support them while also highlighting internal training and improvement needs. More than that though, Sturdy is constantly building - taking in feedback from our team to develop new features and capabilities that have unlocked those step improvements. Review collected by and hosted on G2.com.

The foundations are there, with clear sight to an even more exceptional product - the only 'dislike' is knowing that's the case, but having to give the lead time for development to get there! Review collected by and hosted on G2.com.

As a useful tool to track customer conversations, we do have a chance to review the customer relationship in different ways. For instance, I always use sturdy to track team members’ conversations with their customers so that we can keep a tight connection with customers and timely reply to their requirements, especially when the team members are OOO. Sometimes, Sturdy played an important role to keep us from losing customers’ response when their emails are wrongly sent to the spam.

It’s a useful way to track all customers’ emails so that we won’t skip each message from all customers for time difference or sometimes we have too many inbox emaisl that important ones can be buried. Review collected by and hosted on G2.com.

Sturdy provides very comprehensive fitlers to drill down data. The filters can be more organized/user friendly. Review collected by and hosted on G2.com.

We are able to use sturdy to flag when client relationships, communications, or work product is being discussed via email. If it's positive feedback, we can praise the team working on that account. If it's negative feedback, we are able to alert our leadership team to intervene. It significantly smooths out and speeds up our escalation processes.

It is also invaluable within a post mortem if we do unfortunately lose a client. We quickly can understand where, when, and if we might have been able to intervene (if at all). We then take that information and are able to update our alerts to try to prevent that in the future.

At this point, it is very integral to some of our internal processes. Review collected by and hosted on G2.com.

It does take a little bit of set up and someone monitoring the information coming in but we were able to do that all ourselves. I hope to be able to continue to have Sturdy ingest more of our interactions to make the breadth even larger. Review collected by and hosted on G2.com.

The alerts are great for early intervention for any accounts with potential issues. The account summaries are fantastic and save so much time when pre call planning for customer success roles or sales. It was incredibly easy to integrate with salesforce and outlook. Review collected by and hosted on G2.com.

No downsides, a mobile app in the future would be welcome. Review collected by and hosted on G2.com.