How Blackthorn Unlocked 1,400+ hours per quarter with Fathom

Overview

Blackthorn helps organizations manage events and payments directly within Salesforce. As customer engagement increased, teams struggled to keep up with manual recap work and capturing key insights from back-to-back meetings.

With Fathom, Blackthorn automated meeting summaries and made customer intelligence instantly accessible – saving time and enabling teams to operate more strategically.

The situation

As Blackthorn’s customer engagement increased, so did operational friction:

• Excessive post-call administrative work reduced time spent on high-value customer interactions.
• Key insights buried in conversation history made it difficult to access and reuse information across the team.
• Teams often had to rewatch calls or rely on incomplete notes, increasing the risk of missed or inaccurate details.
• Follow-ups and action items required manual tracking, leading to delays or missed steps.
• Customer knowledge remained siloed, limiting cross-team visibility and alignment.

Teams needed a scalable way to automatically capture, organize, and retrieve insights – without disrupting their workflows or time with customers.

The solution

Blackthorn implemented Fathom across its customer-facing teams to automatically capture and structure insights from every conversation.Within days, the team saw immediate impact:

• Automated call capture and summaries, eliminating manual recap work and saving hours per week
• Instant insight retrieval with Ask Fathom, enabling teams to surface key details without rewatching calls
• Seamless sharing of summaries, improving collaboration and cross-team visibility
• Centralized access to customer intelligence, supporting faster decisions and more informed customer interactions

Adoption was immediate, with teams quickly becoming internal champions due to the instant time savings and ease of use.

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