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A $53M Series B e-commerce analytics platform transforms their scheduling infrastructure from 34 unmanageable routers to a streamlined, self-service system.
The Core problem
Triple Whale serves 50,000+ e-commerce brands and 2,000+ agencies worldwide. Their platform explicitly supports multi-store operations with international brands running separate storefronts per country (.com.au, .eu, .co.uk), agencies managing client portfolios, and Shopify Plus merchants operating multiple stores as they scale.
This means a single user might be associated with three, five, or ten different Shopify stores in HubSpot. Each store has its own subscription tier, its own assigned rep, and its own upgrade path.
When Katharine Ambrose joined as Director of Revenue Operations in January 2025, she inherited as part of their tech stack, Chilipiper for scheduling automation, which couldn't handle this complexity. The matching setup in Chilipiper matched users to their primary HubSpot company and not the store they were actually viewing causing misroutes, bad experiences for their customers and time lost for both ops and sales.
To manage this, workarounds had to be implemented where developers built their own custom routing logic before the scheduling tool even saw the request. Every routing change required an engineering ticket. RevOps couldn't iterate independently. This was the core limitation, aside from others that Katherine and team had to deal with.
Marketing needed to know which campaigns drove demo requests. Tracking links from Intercom in-app banners only passed the first UTM parameter to their scheduler and the team had to implement separate routers for each campaign instead of using UTM parameters to differentiate.
What should be 5 routers became 34.
Triple Whale serves brands globally and has sales teams in Australia, UK, and US. Prospects needed to see availability in their local time zone. Without a automated time zone enrichment-based routing, they were shown slots that didn't work for them.
When routing broke, there was no way to diagnose why. Katharine spent hours jumping between tabs trying to piece together what happened across Chilipiper, HubSpot and the website, resulting in hours of time lost. Sometimes days. Time that should have gone to strategic work.
Reps created their own personal meeting types with custom availability. RevOps couldn't see these meetings, couldn't report on them, and couldn't troubleshoot when reps appeared "unavailable."
Triple Whale ran a tight evaluation with direct input from their VP of Sales, with the overall evaluation led by Katherine.
After their prior experience with Chilipiper, they needed answers to five specific questions before making a choice:
Instead of email → primary company matching, RevenueHero's customisable and advanced matching engine allowed Triple Whale to pass a store URL parameter directly from the app. When a user clicks "Talk to Sales" while viewing Shop C, the widget captures that URL and matches it against HubSpot company records to identify the company whose custom property contains that store URL.
RevenueHero's UTM passthrough enabled marketing can to attribute demo requests to specific campaigns without having to rely on individual router names as the identifier for how a meeting should be attributed. Triple Whale consolidated from 34 routers to 13, resutling in a 62% reduction in the number of routers to be managed. Aside from the arithmetic, the massive reduction in complexity meant they now had software which actually automates part of their work, instead of adding to it.
RevenueHero enriches leads with geographic data and routes to the appropriate regional rep automatically. Prospects see times that actually work for them.
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When something goes wrong, the team was able to can see exactly what happened without having to raise support tickets. Issues are caught before reps complain.
All meeting types now write back to HubSpot with full attribution. RevOps controls the meeting types , and leadership can see the data.
Support quality played a major role in the evaluation given their previous experience.
How that changed with RevenueHero:
The transition was smoother than expected:
If you have multi-store or multi-tenant routing:
If you're evaluating scheduling tools:
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