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Triple Whale is a data attribution platform trusted by 50,000+ brands. It aggregates ad performance data across channels to help brands stop guessing where to spend their ad dollars. Their AI-powered Moby agents tell users exactly what's working and what's burning cash.
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January 2025. Katharine Ambrose joins Triple Whale as Director of Revenue Operations. Her scope covered marketing ops, sales ops, and customer success ops. Her mission: make sure the systems worked smoothly so everyone else could do their jobs.
Triple Whale serves 50,000+ e-commerce brands. The stakes were high, and the margin for broken processes was zero.
She was new to the company, new to the team, and new to e-commerce—her background was FinTech. But she knew ops and she started with understanding the processes already in place. One of the tools she inherited was Chili Piper, a known name that was going to augment her RevOps expertise.
Katharine dove in headfirst, ready to ramp up her team. Instead, she hit a wall. "They were not as open to providing us additional training or getting me and my team up to speed," Katharine says. "It was more of a 'Hey, you're new. Great. We're moving to this new platform. You need to move over now.'"
Forced migration, limited support, and when things broke, the most common response was "It's something on your side."
But the poor support wasn't even the real problem.
The Challenge
What started as a functional scheduling setup had become a source of constant frustration. As Triple Whale's business grew, so did their routing complexity — eventually reaching 34 different routers in Chili Piper to handle various inbound and in-app scheduling scenarios.
Katharine found herself spending more time fighting fires than driving strategy.
Leads were routed to the wrong account. Triple Whale's customers often manage multiple Shopify stores under one portfolio. When a customer clicked "Talk to Sales" from Shop C, they got sent to Shop A—because that's what the CRM had as primary.
The dev team built workarounds, basically built routing logic before it hit the routing app. It still broke constantly.
Reps were booking meetings, but RevOps had no idea how. Everyone created their own personal links and availability. When someone claimed they were unavailable, there was no way to verify it. Scheduling became a “black box”.
The in-app widget was slow. A single click registered as four or five on the backend. Data analysis became impossible without manually “scrubbing” records, a waste of valuable ops time.
Only the first UTM parameter passed through. Campaign names, content types, additional tracking—all lost. The workaround: create more routers. They ended up maintaining 34 just to track what should have been automatic.
Leads couldn't be routed based on their time zone. With sales teams across the US, UK, and APAC, prospects saw meeting slots outside their working hours. Drop-off rates climbed, and there was no way to prove why.
The Evaluation
Switching tools is painful. Katharine knew that.
But the hours spent debugging, the routing failures, the lack of support, it was costing more than a switch would. She went to her CRO, his response: "Let's go out to bid."
The criteria were clear:
They evaluated four solutions. RevenueHero checked every box.
Cost helped too, RevenueHero came in well under Chili Piper. Not the deciding factor, but it made the CFO conversation easy.
The Solution
The make-or-break features that sealed the deal.
RevenueHero solved the multi-shop problem by passing back the shop URL, not just the email. Instead of routing based on the primary company in HubSpot, RevenueHero looks at which shop the user is currently logged into and routes based on that.
Shop C routes to Shop C's rep. Every time.
How It Works
With RevenueHero, personal meeting links are now standardized and everything writes back to HubSpot. UTM parameters pass through correctly, connecting every booking to its source campaign. Katharine can track meetings through routers versus personal links, which marketing campaigns drove bookings, and what discussion topics prospects request.
The impact? Full marketing attribution.
I can now go to marketing and say, 'They saw your efforts, but then booked a meeting with Brantley. We can now track that.' I wasn't able to do that before.
RevenueHero uses enrichment data to automatically route leads based on the prospect's local time zone. Qualified leads now see meeting slots that actually work for them—significantly reducing the drop-off rate that plagued the previous system.
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The implementation
After a forced migration, Katharine expected pain. She didn't get it.
Once the logic was finalized, the transition was surprisingly smooth. Documentation for developers. Review with RevenueHero. No questions. No back-and-forth debugging cycles.
The dev team is now out of the loop entirely. Routing changes happen without developer dependency.
The impact
From patching workarounds to workflows that scale.
RevenueHero's routing logs are visual. Left-to-right flow. Red for failure, green for success. One click takes you straight to the HubSpot record, the router, or the specific rule—no more juggling multiple tabs.
Nine times out of ten, when someone claims routing broke? It didn't. Katharine can prove it in under five minutes and move on.
With RevenueHero's transparent routing logs, Katharine instantly verifies what happened. Diagnose problems proactively instead of reactively. The team trusts the system again.
They cut down on chaos, went from 34 routers down to 13. A 62% reduction in complexity.
Katharine credits RevenueHero's support lead, Jit, for the smooth transition—consistently available, even at odd hours, to brainstorm solutions and help her team become "smarter in the system."
The Bottom line
Look at your real pain points. Not nice-to-haves. Critical failures.
Will the new solution actually solve them? Is the cost worth the switch?
For Triple Whale, the answer was clear.
If you're looking for a solution that is well-priced in the market, has great support and really wants to help you win as well as addresses the pain points that you're looking for, RevenueHero is a no-brainer in my opinion. We looked at three other solutions and it just checked all the boxes for us.
Triple Whale switched from Chili Piper to RevenueHero after their scheduling tool couldn't keep up with their complexity.
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