How Abridge Transformed Healthcare Sales at Scale

The inside story of how a rapidly growing AI company found their competitive edge in conversation intelligence. 

The Stakes Were High

When you're selling to the largest health systems in America, a market of just 350 organizations where every conversation matters, there's no room for inefficiency. For Abridge, the healthcare AI company revolutionizing clinical documentation, scaling their sales operation from 80 to 300+ employees in 18 months meant solving problems most companies never face.

Every rep needed to master complex, multi-stakeholder sales cycles. Every conversation is crucial for advancing million-dollar deals. And every new hire needed to reach peak performance faster than seemed humanly possible.

This is the story of how they cracked the code.

The Key Players:

• Jeremy von Halle - VP of Revenue Operations & Chief of Staff to CCO
• David Cable - Director of Revenue Enablement 
• Andy Edeburn - Director of Commercial Insights

The Problem: When Good Isn't Good Enough

The irony wasn't lost on anyone at Abridge. Here was a company building AI to eliminate documentation burdens for doctors, yet their sales team was drowning in manual processes.

Jeremy's Strategic Challenge:

• Complex health system sales requiring sophisticated pipeline management
• Need for real-time customer intelligence across multiple product lines
• Forecasting accuracy critical for a fast-scaling organization

David's Daily Reality:

• One hour dedicated to coaching, maximum two calls reviewed
• Playing detective to find coaching opportunities in an ocean of recordings
• Watching helplessly as rapid hiring outpaced his ability to maintain quality

Andy's Strategic Intelligence Challenge:

• Extracting competitive intelligence from hundreds of customer conversations
• Turning voice-of-customer feedback into product roadmap insights
• Moving from anecdotal evidence to data-driven product decisions

The existing solution? Gong promised a lot but delivered what Jeremy calls "the same call transcripts it's always been." In an era of AI transformation, that wasn't nearly enough,  especially for Andy's macro-level analysis needs that required mining insights across entire deal lifecycles, not just individual calls.

The Turning Point: Why Attention Won

Jeremy's decision came down to one pivotal demo. When he asked Gong about customizing prompts to run across conversations, the response was disappointing. When he asked Attention the same question?

"They said 'yeah, we can definitely do that and we'll help you build it.' That responsiveness and willingness to work at our pace was really compelling. We needed a partner who could move with us, not hold us back." - Jeremy von Halle

What Set Attention Apart:

• AI-Native Architecture: Built for the ChatGPT era, not retrofitted for it
• Partnership Approach: Direct collaboration with technical teams, not enterprise bureaucracy
• Customization Depth: Stage-specific methodology (MEDDPIC) analysis tailored to healthcare complexity

The Transformation: Coaching at the Speed of Growth

The results were immediate and measurable. David's coaching operation went from reactive to predictive, from limited to limitless.

Before Attention: The Manual Era

• Two calls maximum per coaching session
• Random sampling, hoping to find improvement opportunities
• Manual tracking across multiple new hire cohorts

After Attention: The Intelligence Era

• 10+ coaching interactions per session, laser-focused on actual issues
• Automated scorecards routing flagged calls directly to Slack
• Systematic coverage of entire cohorts while simultaneously training new waves

"The beautiful thing about having this automated is I get through my coaching queue every day, every single day. When we tripled from 6 to 22 reps in two months, I was able to follow entire cohorts while training the next group. That's when this became hugely valuable." - David Cable

The Numbers: Quantifying Excellence

5X Coaching Efficiency Gain

From struggling with 2 calls to systematically reviewing 10+ interactions daily

100% Queue Completion Rate

David's coaching pipeline cleared daily, even during explosive growth periods

Seamless 4X Scale

375% company growth maintained without sacrificing sales quality or training standards

Organization-Wide Adoption

Expanded beyond sales to customer success, implementation, and commercial insights teams

Advanced Applications: Beyond Basic Call Recording

Intelligent Workflow Automation

Sophisticated scorecard systems automatically identify coaching opportunities, route insights to appropriate teams, and flag critical moments across discovery calls, demos, and competitive situations.

Product Intelligence Network

Real-time monitoring of product mentions - particularly their expanding nursing solutions - creates instant feedback loops for product development and go-to-market strategy.

Competitive Intelligence Revolution

Andy's team has transformed how Abridge tracks competitors and market positioning. Instead of relying on anecdotal evidence, they now have data-driven insights: "We can say 'we've heard this 12 times this month' instead of 'I feel like this is important.' We have a leg to stand on for why we need to prioritize something."

Voice-of-Customer Analytics

Clinical success calls with healthcare providers generate up to 20 discrete pieces of feedback per conversation. Attention automatically categorizes and prioritizes this feedback, directly informing product roadmap decisions through monthly reports to product teams.

Certification Revolution

Automated grading of role-play scenarios before live customer interactions, ensuring consistent quality across rapid hiring cycles.

The Strategic Impact

Pipeline Intelligence: Jeremy leverages conversation data for forecasting accuracy, risk analysis, and competitive positioning - transforming raw dialogue into strategic advantage.

Commercial Intelligence: Andy's team processes hundreds of conversations monthly to extract competitive insights, product feedback, and market intelligence that directly informs product roadmaps and go-to-market strategy. What once required expensive win-loss consulting firms now happens automatically and continuously.

Cross-Functional Value: Customer feedback flows seamlessly from sales conversations to product development, marketing messaging, and strategic planning across the organization. Andy's commercial insights team transforms hundreds of conversations into monthly product roadmap guidance, moving the organization from gut-feel decisions to data-driven prioritization.

Macro-Level Intelligence: Unlike traditional call recording tools built for individual deal analysis, Attention enables enterprise-wide pattern recognition across entire sales cycles, competitive landscapes, and customer feedback streams.

The Innovation Engine

"The magic is having call transcripts, LLMs, and workflow builders to connect the dots and push insights wherever you need them. The possibilities are truly endless. We're shipping new automations every single week." - David Cable

This isn't just about call recording - it's about building an intelligence layer that scales with the business. Custom prompts adapt by deal stage and customer type. Automated workflows eliminate manual processes. Real-time insights inform strategic decisions.

What Success Looks Like

From Jeremy von Halle, VP Revenue Operations:

"Attention has become a fundamental operating layer across our go-to-market engine. It's genuinely win-win-win: for reps, for managers, for the company. The customization capabilities have been a game changer for our forecasting accuracy and pipeline hygiene."

From Andy Edeburn, Director of Commercial Insights:

"Without Attention, I'd be flying blind. It's a source of truth that I can verify and keep going back to. I'm doing win-loss analysis across hundreds of conversations - something that would require outsourcing to an agency, and they still wouldn't have access to every milestone in the customer journey like we do. The malleability of the platform lets us build exactly what we need for macro-level insights." 

"We help doctors eliminate documentation burden through AI. Having our sales reps manually document everything in Salesforce would be hypocritical. Attention eliminates that irony while giving me unprecedented coaching visibility. My queue is cleared every single day - something I never achieved before."

The Competitive Advantage

The partnership between Abridge and Attention represents more than vendor selection - it's strategic alignment. Both companies eliminate documentation pain through AI. Both move at startup speed with enterprise ambitions. Both understand that the future belongs to organizations that can scale intelligence, not just headcount.

The Result: A sales operation that grows stronger as it scales larger.

Looking Ahead: The Next Chapter

As Abridge evolves into a multi-product healthcare platform, Attention provides the foundation for:

• Advanced Account Planning leveraging comprehensive conversation history
• Automated Handoff Processes between sales and customer success teams
• Predictive Deal Analysis using historical conversation patterns
• Enhanced Customer Intelligence across the entire revenue organization

"To me, Attention is table stakes now. I believe in the technology foundationally. It's about creating the most incredible selling experience possible, and Attention is a fundamental part of that." - Jeremy von Halle

The Bottom Line

In healthcare sales, every conversation carries weight. Every insight drives decisions. Every efficiency gain multiplies across the organization.

Abridge didn't just implement new software - they architected a competitive advantage. They transformed coaching from reactive to predictive, scaling from chaotic to systematic, and intelligence from scattered to strategic.

The lesson: In the age of AI, the winners won't be those who work harder - they'll be those who work smarter. And sometimes, working smarter means finding the right partner to build the future with you.

Abridge transforms healthcare documentation through AI-powered clinical conversation intelligence, serving the largest health systems across the United States and helping physicians focus on patient care instead of paperwork.

Attention is the AI-powered sales intelligence platform that transforms conversations into competitive advantages for the world's fastest-growing companies.

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