How We Used GenAI & AIOps to Streamline CRM Workflows at Scale – Without Losing the Human Touch

 The delivery team at Develeap was growing. But so were our blind spots. We needed a better way to ensure our customer success is flawless, at scale, without being overwhelmed by manual updates and sync meetings. This is how we leveraged GenAI to revolutionize our customer success without incurring additional costs or manual processes. 

As organizations grow, so do the complexities of managing customer relationships. At Develeap, we reached a point where our DevOps delivery automation at scale needed a scalable, systematic way to ensure consistent engagement, smart prioritization, and high visibility across all customer touchpoints -> without adding operational overhead.

Instead of introducing more meetings or processes (and the worst – manual processes), we decided to build something smarter.

The Challenge: Scaling Engagement, Reducing Overhead

With our growing base and more managers involved, the classic approach of manually updating CRM boards, syncing across different calendars, or tracking follow-ups in meetings no longer scaled effectively. We were growing fast and we recognized that sustainable growth demanded a more streamlined way to understand:

1 – Are we engaging with each customer at the right frequency?

2 – When was our last meaningful touchpoint?

3 – Which customers might need extra attention?

4 – Are there any blind spots – customers that look fine on paper but haven’t been actively engaged?

5 – Are we honoring the sync frequency expectations we committed to?

Manual processes couldn’t keep up with our pace – and distracted us from building real relationships. We knew that solving efficiently would deliver a better experience – both for our teams and for our customers. 

The Vision: An AIOps-based Customer Relations Pipeline

We envisioned an automated system that could:

• Pull customer meeting data across the entire delivery department
• Understand each customer’s desired sync cadence
• Analyze actual engagement using both calendar and board data
• Provide clear, real-time visibility into customer health

This was the birth of the Customer Relations Pipeline – a fully automated, AIOps-built solution using Make.com, Google Calendar, and Monday.com. This approach demonstrates how GenAI and AIOps can be used to streamline CRM workflows at scale.

The Solution: A Modular Automation System Built with Make.com

We developed a suite of five interconnected pipelines to support a full loop of visibility, action, and reporting:

1. Customer status tracker
   Checks recent and upcoming meetings, compares them to expected frequency, and updates Monday.com statuses accordingly.
2. Calendar <-> board sync
   Ensures all meetings in the shared Customer Relations Calendar are mirrored on the customer meetings board on Monday.com.
3. Smart deletion handling
   Automatically removes obsolete meeting items from the board when events are deleted from the calendar.
4. Customer interaction score
   Calculates a health score (ranging from -1 to 10) based on recency, sentiment of updates, type of meetings, and ISV participation.
5. Customer meetings dashboard
   Consolidates all insights into a clean, actionable view for Delivery leaders.

This system runs continuously, updating data, surfacing priorities, and freeing up time for our people to focus on the work that matters most – nurturing real relationships.

The Business Value: From Visibility to Proactive Delivery

What changed? A lot – and it’s measurable:

• Increased visibility: Every group leader, who manages multiple customers at develeap, can now see, at a glance, where attention is needed.
• Proactive follow-up: The system highlights disengaged accounts before they escalate.
• Time saved: Manual updates, sync checks, and status reviews are now automated.
• Customer confidence: Clients feel the difference when engagements are timely and consistent.
• Operational clarity: From customer managers to execs, everyone trusts the data and acts faster.

The Customer Relations Pipeline gave us what every growing delivery organization needs: clarity without complexity.

AIOps as a Strategic Driver of Customer Experience

This project represents much more than an internal automation win. It reveals how DevOps, when combined with GenAI and high-level tech tools like Make.com (or n8n that we’ll discover in a different case), can extend into entirely new territories, including customer success.

We’ve already seen how DevOps can drive broader business outcomes, from infrastructure to Kubernetes cost optimization. This project pushes that idea further, into the customer experience domain.

We unlocked a new professional use case for AIOps in the relationship management domain. By treating interactions, updates, and engagement patterns as observable data points, we enabled a technical framework for measuring and improving human connection.

Here’s what we discovered:

• Customer engagement is quantifiable. By combining structured inputs (meeting frequency, update content, ISV participation) with lightweight scoring logic, we created a repeatable model that reflects relationship health with surprising accuracy.
• Gaps are visible early. Before this system, disengaged customers were typically noticed too late – during QBRs or when a concern surfaced. Now, the system flags subtle signs of drift proactively, allowing leaders to act weeks earlier.
• Customer success became measurable and teachable. With the interaction score and dashboards in place, we can onboard new managers faster, coach teams more effectively, and align everyone on what “good engagement” looks like – using data, and real interaction score for each of their customers. 
• AIOps is more than infrastructure. This pipeline demonstrates that we can apply AIOps principles – automation, observability, and intelligence – to operational domains that were previously considered too manual or too reliant on human intervention.

This is a repeatable playbook. A new way for DevOps professionals to drive value beyond tech stacks and into strategic business outcomes.

The tools we used were important. But what really mattered was the shift in thinking: That automation isn’t just for build systems, deployments or monitoring – we can leverage them for relationships, trust, and long-term success.

What’s Next? Expanding the Intelligence Layer

The Customer Relations Pipeline we’ve built is already delivering measurable impact – but it’s just the beginning.

We’ve already explored how GenAI can automate delivery workflows. Now, we’re bringing that same intelligence into CRM territory.

We’ll soon integrate meeting summaries directly into the Monday.com board, using GenAI to automatically extract key points, action items, and sentiment from each conversation. This would add rich contextual intelligence to every customer record, giving Delivery leaders not only the “when” and “how often,” but also the “what happened” – without any manual effort.

Here are a few additional opportunities we’re considering as next steps:

• Sentiment-aware prioritization
  Using tone and keywords from meeting summaries or updates to help flag risk or urgency. For example, a “neutral tone with complaint keywords” could trigger early intervention, even if the frequency is fine.
• Executive Alerts
  Automatically notify a VP or Group Lead when a strategic account shows a drop in engagement score or a pattern of shallow interactions over time.
• Automated QBR Prep
  Generate a smart brief with trends, recent interactions, meeting summaries, and engagement scores to help team leads prepare faster and more effectively.

Our ultimate vision is to turn the Customer Relations Pipeline into a living system – one that not only reflects reality but enhances it. A system that supports delivery teams, protects customer success, and evolves as we grow.

Final Thought: Build Trust With Smart Systems, Leveraging GenAI and SaaS as Databases

At Develeap, we believe the most powerful automation is the kind you barely notice – because it simply works.  This solution reflects our automation mindset, where tools serve people, not replace them. Our Customer Relations Pipeline is now a foundational part of how we operate and grow. It’s not just a tool but also a mindset shift.

If you’re leading a tech team and want to bring the same clarity and scale your customer success workflows, this model is a powerful place to start.  

The scenario presented here is a single solution that we developed. GenAI can power your next leap in customer success. Let’s talk.