Summary
As Pipedrive expanded across continents, its sales team faced an increasingly complex challenge: how to keep every conversation connected, consistent, and measurable.
CloudTalk became the common thread—uniting SDRs, Account Executives, and Account Managers under one global calling system tightly integrated with the Pipedrive CRM.
Across four continents and dozens of reps, CloudTalk is Pipedrive’s single source of truth for call data, driving visibility, performance, and a better customer experience at scale.
About Pipedrive
Pipedrive is a globally recognized CRM platform designed to help sales and customer-facing teams close deals more effectively. Founded in 2010, the company supports over 100,000 customers worldwide, offering tools that streamline lead management, outreach, and post-sales support.
The company’s customer facing teams span the full customer journey—from SDRs making first contact, to AEs closing deals, and Account Managers supporting customer growth. With CloudTalk integrated into every stage, Pipedrive has unified its calling workflows across regions, teams, and use cases.
We spoke with four leaders across Pipedrive’s global sales organization—including SDR manager Marta Santos, EMEA Sales Manager Andre Prezoto, US Sales Manager Spencer Smith, and Account Management Lead Andrés Garzón—to understand how CloudTalk supports performance, coaching, and customer engagement throughout the funnel.
Problem
The Growing Complexity Behind the Customer Journey
As Pipedrive’s footprint grew, so did the complexity of its revenue operations. Each team—SDRs, AEs, and Account Managers owned a different leg of the journey, but they all shared a common challenge: their existing tools which once worked for smaller teams, couldn’t match global needs.
“We’d finish a great discovery call,” recalls one SDR, “and then spend ten minutes just making sure it showed up in the CRM.”
Account Executives faced a different challenge. They were juggling trial users, follow-ups, and closing activities across multiple regions. But the calling systems they used weren’t built for scale. Call quality varied by country, analytics were shallow, and manual follow-ups often slipped through the cracks.
“When you’re trying to close deals across time zones you can’t afford to wonder whether your system actually logged the call.”
And for Account Managers, continuity was the problem. Once a customer converted, there was no unified process for structured follow-ups or proactive engagement. Calls weren’t always recorded, and without full visibility, coaching and customer success felt reactive rather than strategic.
“We had no consistent way to see the full history of a customer’s conversations. That made it harder to anticipate needs or step in early when issues surfaced.”
Systemic Breakpoints
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Limited visibility into call activity across roles and regions
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Manual workflows for tasks like voicemail, follow-ups and data entry
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Unreliable CRM syncs leading to missing or incomplete records, and inconsistent pipeline visibility
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No unified analytics or AI insights to support coaching and performance reviews
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Inconsistent call quality in certain markets, especially for SDRs handling high-volume international outreach
“We had to manually copy phone numbers to check deals. If a call wasn’t logged, we didn’t know where it belonged. And for a company that helps thousands of others bring clarity to their pipelines, internal blind spots weren’t an option. Fragmented tools were costing us time, data, and sometimes even the opportunity itself.“
Pipedrive needed a single, reliable platform that could unite its revenue teams and keep every conversation connected.
Evaluation
What Pipedrive Needed in a Global Calling Platform
Once leaders aligned on the need for a single source of truth, the criteria came into focus:
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01
Seamless Pipedrive integration so every call, note, and follow-up was captured automatically.
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02
Global scalability to support teams across time zones and markets.
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03
WhatsApp integration for greater reach and better communication
Data-backed visibility to elevate coaching and performance. For SDR Team Lead Marta Santos, clarity was the make-or-break factor.
“Especially with outbound, we need full visibility—both into the numbers and the conversation quality. CloudTalk’s AI transcripts and analytics make it easier to track talk ratios, discovery depth, and regional performance—all without requiring formal training to get started.“
In EMEA, Andre Prezoto, was focused on outbound efficiency.
“With CloudTalk, it’s simple. We have the Chrome extension, select the list of numbers we want to call, send them to the app—and that’s it. With other providers, there were more steps and more friction.”
Across the US, Spencer Smith was looking to reclaim time in a high-speed environment. His AEs manage full-cycle deals, where every minute counts. And for Account Management context was key.
“We rely heavily on the Pipedrive integration. It gives us full context for each customer and helps ensure nothing falls through the cracks.“
Despite differences in workflow, all four teams saw CloudTalk as a platform to streamline outreach, automate manual steps, and connect every stage of the customer journey—from first contact to renewal. It offered structure without rigidity, giving each team the flexibility to work their own way while sharing the same source of truth.
Solution
One platform, tailored to four sales teams
Adopting CloudTalk reset the operating rhythm—in a good way.
Rollout began with outbound, where speed matters most. SDRs across EMEA, LATAM, the U.S., and APAC shifted their daily calls into CloudTalk, pairing the Power Dialer with AI transcripts, increasing both volume and quality.
“Now I just click, scan the talk ratio, check the summary—and I know if it’s a call worth reviewing.“
In EMEA, tightened the SDR→AE relay. SDRs use the Power Dialer and Chrome extension to reach trial users quickly; AEs follow up with higher-value conversations—all in one system, with shared context.
“SDRs might make five or six calls per lead early in the trial; AEs step in later to provide value and move deals forward.“
Because transcripts and notes live in Pipedrive, those follow-ups arrive with the full history attached.
Across the US, full-cycle AEs depend on voicemail drops, automated follow-ups, and real-time analytics to manage a high volume of outreach across multiple time zones. “It’s just more user-friendly,” Spencer noted. “And when reps like the tool, they perform better.”
Post-sale, Garzón’s team added structure where it was missing. Auto-created follow-up tasks, automatic CRM call logging, and easy access to recordings gave managers a consistent way to coach and stay close to customers.
“Call recordings are crucial—whether for onboarding new reps or reviewing key conversations.“
Across all teams, CloudTalk’s native integration with Pipedrive keeps reps focused on conversations, not manual logging or tab-switching. Whether it’s a new trial user, a qualified lead, or a long-term customer, CloudTalk ensures every team member has the context, tools, and speed they need to connect more meaningfully.
Results
Faster workflows, stronger coaching, and better customer conversations
Since adopting CloudTalk across multiple departments, Pipedrive has seen significant improvements in sales velocity, visibility, and team performance—each team realizing benefits aligned to their unique goals.
SDR Team (Marta Santos)
With built-in AI transcripts, sentiment analysis, and structured call logging, the SDR team now operates with greater clarity and consistency.
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Coaching time reduced with AI-assisted filtering (e.g., 5+ minute calls, talk/listen ratios)
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Consistent call data across EMEA, LATAM, and APAC
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Agents self-monitor performance and listen back to improve
“It’s motivating—and it’s made us more consistent.“
EMEA Sales Team (Andre Prezoto)
For high-volume trial outreach, CloudTalk’s Power Dialer and Pipedrive integration helped increase productivity while improving personalization.
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270+ monthly calls per SDR, all tracked in Pipedrive
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AEs follow up with deeper calls, backed by AI-generated call insights
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Reduced manual entry and faster team alignment across SDRs and AEs
“The Power Dialer is easier and faster than what we used before.“
US Account Executives (Spencer Smith)
Automated workflows save time: Their calling tasks, follow-ups, and activity logging all happen automatically inside Pipedrive, thanks to the integration with CloudTalk.
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100% of calls automatically logged—no missed follow-ups
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Greater rep satisfaction and performance visibility across four global markets
“Recordings are crucial. Most of my coaching is based on content.“
Account Management Team (Andrés Garzón)
The post-sales team used CloudTalk to build structure around long-term customer engagement.
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Every new customer contacted within 1–3 days of conversion
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10 AEs onboarded, managing 2+ years of customer relationships
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Weekly call analysis fuels targeted coaching and better outcomes
“CloudTalk gives us the tools to track customer interactions and coach with real conversations.“
Across teams, CloudTalk became the reliable engine behind thousands of customer conversations per month. By improving efficiency and making coaching actionable, it enabled Pipedrive to scale with both speed and quality.
Takeaway
Why CloudTalk Works for Pipedrive — and What It Means for Scaling Teams
CloudTalk is the calling engine behind Pipedrive’s ability to serve its customers across the sales journey.
From high-volume outbound SDRs to strategic AEs and long-term account managers, CloudTalk delivers a shared foundation:
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Seamless CRM integration
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Smart automation for repetitive tasks
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AI-powered insights for coaching
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Reliable global calling
Each team uses CloudTalk differently—but they all benefit from a unified, efficient, and consistent workflow that saves time and drives results.
Whether it’s saving hours with voicemail drops, analyzing discovery calls with AI, or coaching new hires using real conversations, CloudTalk enables performance at scale while keeping the human touch at the forefront.
As Pipedrive grows, CloudTalk continues to evolve with them—supporting reps, managers, and leaders with tools that improve clarity, speed, and connection.
