How Alation Transformed Support Operations with Momentum

The Challenge

Support at Alation often involves multiple troubleshooting calls before a resolution is reached. But each of those conversations existed in isolation. If a case spanned four or five calls—sometimes with different engineers—it was difficult to see the full arc of what had happened. Even more challenging was ensuring that others, especially leadership or cross-functional teams, had that same visibility.

“If we have a case that might have required like 4 or 5 multiple calls,” Kalanea recalled, “they are all transcribed and summarized—one summary for what's happening to this case itself.”

Before Momentum, creating that summary was a manual, time-consuming effort. And it often lacked the technical nuance or action items needed to move a case forward quickly. There wasn’t a clear way to surface key steps taken or to flag potential escalation risks early.

The result was friction—both in how teams communicated and how leadership could engage.

The Solution: Momentum

Everything shifted when Kalanea’s team brought in Momentum.

Momentum became the connective tissue for their support organization, providing detailed summaries for every call—automatically and accurately. “We were really impressed that it captured all the way to the technical aspect of it,” she said. It didn’t just log what happened on a call; it highlighted the core issue, documented the steps engineers took, noted important discussion points, and clarified the next actions. For the first time, each case had a coherent narrative, no matter how many calls or handoffs were involved.

And Momentum didn’t stop there.

By integrating directly with Salesforce, it became part of the team’s daily workflow. When a ticket changed hands, everyone was notified. If a new case came in, it triggered a signal. Momentum surfaced the right insights to the right people, without added effort.

“There are different signals that Momentum can help us use to be alert to what's going on within an account,” Kalanea explained. The integration was smooth, intuitive, and required almost no overhead. “All the fields we integrated are there straight up already,” she added. “You could modify another automation literally within seconds.”

Leadership Visibility and Team Empowerment

Momentum’s impact extended far beyond the support floor. For leadership, the real-time summaries were a game-changer. Now, they could see case sentiment immediately—whether a conversation was going smoothly or trending negatively. And that meant they could step in proactively, before small issues became major ones.

“If the discussion was a little negative, they can actually follow up through this,” Kalanea said. It gave executives the context they needed to be engaged in customer conversations without having to dig for it.

What surprised Kalanea most was how quickly Momentum made an impression. “Within a week of using Momentum,” she shared, “I was already getting kudos—not just from the technical support engineers, but from leadership.” The transparency and efficiency the platform brought made her team look sharper, faster, and more aligned.

A True Partnership

For Kalanea, working with the Momentum team didn’t feel like a typical vendor relationship. “The people I work with in the Momentum team—I consider them in a way like our family,” she said. “They’re not just a product that we’re subscribing to. They’re our partner to make our business successful.”

That sense of partnership showed in the product’s flexibility, the team’s responsiveness, and their shared investment in Alation’s outcomes. Momentum wasn’t just supporting the support team—it was enabling it to grow, scale, and deliver a better customer experience.

Summary

With Momentum, Alation’s CX Support Ops team gained more than a tool—they gained clarity, speed, and connection. They now manage complex support cases with ease, loop in leadership at the right moments, and automate what used to be manual, disjointed work.

What used to require follow-up calls and piecing together information now lives in one intelligent, integrated system.

“Momentum isn’t just a tool—it’s a strategic ally helping Alation deliver best-in-class customer support at scale.”