Series C SaaS · 340 employees · $38M ARR
Report generated: May 26, 2026 · Period: Oct 1 – Dec 31, 2025
Series CSaaS340 employees⚠ Underperforming
64
/ 100
Underperforming
Executive Summary
✓
Engineering and Ops are delivering. Combined, they account for $780K of measurable annual value — Copilot driving a 22% reduction in P2/P3 ticket resolution time, and AI-assisted SOC automation eliminating ~4.5 FTE-hours of manual triage daily.
✗
$430K is underperforming or untracked. Acme's $1.2M annual AI spend has attribution gaps concentrated in Sales (Gong seats 58% idle) and Support (Copilot licenses 62% inactive). These two lines represent $430K in spend with no measurable ROI tied to it yet.
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Top action: run a seat audit in Support and Sales within 30 days. Reclaiming 40% of idle seats funds 2–3 months of tooling expansion in Engineering where ROI is already proven.
Discipline Breakdown
Engineering↑ +6 QoQ
78
Top toolGitHub Copilot
Adoption84%
ROI estimate$520K/yr
Next: Expand Copilot to QA team (12 engineers not yet licensed). Projected +$68K/yr at current utilization rate.
Sales↓ −3 QoQ
52
Top toolGong
Adoption42%
ROI estimate$94K/yr
Next: 58% of Gong seats logged zero calls in Q4. Reclaim or reassign. Run 2-week enablement sprint — Gong-coached reps close 19% faster on average.
Operations↑ +2 QoQ
71
Top toolZapier AI / Make
Adoption73%
$260K/yrROI estimate
Next: Automate two remaining manual approval flows in procurement. Estimated 6.5 hrs/week recaptured at current workflow volume.
Support↓ −8 QoQ
44
Top toolCopilot for CS
Adoption38%
ROI estimate$31K/yr
Next: Seat audit immediate — 62% inactive means $84K/yr burning. Pilot AI-suggested reply deflection on top-5 ticket categories before Q1 renewal decision.
Marketing↑ +4 QoQ
66
Top toolJasper / Copy.ai
Adoption69%
ROI estimate$112K/yr
Next: Attribution gap in paid channels — AI-generated copy not yet tagged separately in analytics. Can't prove lift without tagging. Fix before Q1 campaigns.
The Bleeding — Worst ROI Areas
🩸
Support: Copilot seats inactive
Customer Support · 26 of 42 licensed seats
62% of Copilot seats in CS logged zero interactions in Q4. No AI-suggested replies. No deflection. No measurable impact on ticket resolution time. The seats are paid, the value is not.
$84K/yr
annual spend with no attributed ROI
🩸
Sales: Gong deployed, not used
Sales · 34 of 58 licensed seats
Gong was rolled out in Q3 with no enablement plan. 58% of reps never logged a call. Win-rate data is incomplete, coaching features are unused, and the deal intelligence layer Gong was bought for is generating zero value.
$146K/yr
annual spend with no attributed ROI
The Compounding — Highest ROI Areas to Double Down
⚡
Engineering: Copilot at scale
Engineering · 71 of 84 engineers active
84% adoption. Median PR review time down 31%. AI-assisted PRs merge 1.8 days faster than non-assisted. This is compounding — every sprint that uses Copilot increases the return. 13 engineers not yet licensed; onboarding them is the lowest-risk investment on this sheet.
$68K/yr
additional value from full-team rollout
⚡
Ops: workflow automation flywheel
Operations · 5 automations live, 3 in design
Every automation deployed has a measurable payback under 6 weeks. The procurement approval flow alone eliminated 6.5 hours/week of manual work. Three automations in design have been scoped but not built — each has documented ROI estimates already approved by the Ops lead.
$94K/yr
projected value from 3 pending automations
Recommended Next 90 Days
1
Support seat audit (Days 1–14). Identify the 26 inactive Copilot seats. Reclaim or reassign to active agents. Set a 30-day re-evaluation gate — any seat still idle after enablement gets dropped at renewal.
Support
2
Gong enablement sprint (Days 7–21). Mandate call logging for all AEs. Run weekly Gong review sessions with deal coaching. Track adoption rate weekly — target 80% of seats with ≥2 calls/week within 30 days.
Sales
3
Expand Copilot to remaining Engineering seats (Days 1–30). License the 13 unlicensed engineers. ROI payback based on current team average is under 8 weeks. No approval needed — budget already exists from idle Support seat reclamation.
Engineering
4
Ship 3 Ops automations in backlog (Days 15–60). Procurement approval, vendor onboarding, and expense routing — all scoped, all with signed-off ROI estimates. Prioritize procurement approval first; it's the highest-volume flow.
Ops
5
Tag AI-generated content in Marketing analytics (Days 30–60). Add UTM source tags and CMS flags to all AI-generated copy before Q1 campaigns launch. Without this, you can't prove whether AI is moving conversion metrics or not.