Macabacus Closes the Feedback Loop and Sharpens Sales Execution with Retellio
Macabacus is a productivity and brand compliance software for finance. With Retellio, they save 8 hours every week by instantly surfacing the most important moments from customer calls.
Kristen O'Brien
Chief of Staff & Head of Business Operations
The Challenge
Disjointed feedback flow, hidden deal blockers, missed sales coaching moments, and lack of visibility into customer calls due to the time-intensive nature of listening to them.
The Solution
Retellio's AI-powered summaries, podcast-style recaps, CRM filters, and instant sharing.
Background
Macabacus empowers finance teams with best-in-class modeling, presentation, and productivity tools. When they launched major enterprise features, including new AI capabilities, they realized that critical product feedback from customers was hiding in plain sight—trapped in call recordings no one had time to rewatch.
At the same time, sales leaders needed better visibility into customer conversations to identify trends, enable the sales team more effectively, and strengthen execution to support growth initiatives. The ability to listen to calls at scale was the missing piece.
The Problem
Kristen O'Brien, Chief of Staff and Head of Business Operations at Macabacus, identified clear gaps that were slowing down revenue and product learning:
• Valuable customer feedback wasn't making its way back to the product team.
• Sales coaching opportunities were missed due to time constraints.
• Weekly call recaps lacked precision, and important insights were often overlooked.
• The team lacked a scalable way to spot trends across customer calls and identify enablement needs to support growth.
“We weren't getting timely feedback to product, and yet every time I listened to these podcast-style recaps, I kept thinking, ‘There's so much valuable insight here that we're not acting on.’”
The Solution
Macabacus turned to Retellio to break down silos and transform customer conversations into actionable insights. With Retellio, they use:
• Podcast-style summaries for fast, digestible updates
• CRM filters to surface the right calls and segments
• Custom segments and timeline highlights for instant coaching
Kristen and her team built an always-on loop connecting GTM and Product—without heavy lifting.
“After setting up the recap for last week's calls, I immediately spotted opportunities for the team to strengthen their positioning and better serve customers. It enables us to adjust in real time and support our salespeople where it matters most.”
How Macabacus Uses Retellio
Surface recurring themes and coach the sales team in real time
Spot deal blockers and ensure a healthy, predictable pipeline
Deliver actionable product feedback the same day calls happen
Keep sales leaders and PMs aligned with bite-sized highlights instead of rewatching full calls
“The Customer Experience team listened to a few product-related podcasts last week and were blown away. One team member said, ‘This is so valuable.’ Even the CEO shared, ‘I'm obsessed… I love this tool!’”
The Results
Real-Time Sales Intelligence & a Stronger Feedback Loop
The Takeaway
Retellio helped Macabacus turn passive listening into actionable momentum. Customer calls no longer sit idle—they now drive sharper sales coaching, smarter product decisions, and real-time customer-led innovation.
“From the first few podcast-style recaps I listened to, we were able to take action almost immediately. Having access to the right snippets made all the difference.”