Denis Malkov, Director of Revenue Operations at PandaDoc, was managing routing for a product that generates 20,000–30,000 trials per month and receives hundreds of thousands of website visitors. The old system: spreadsheets.
That's not a scalable routing infrastructure — it's a liability.
Workspace-Based Routing at Scale
PandaDoc deployed Chili Piper across their entire revenue organization: SDRs, AEs, CSMs, Account Managers, and Product Managers. Each function got a dedicated workspace with meeting queues routing accounts based on company size.
"Every conversion centered around a meeting and he needed to implement a system that would manage the important task of assigning and routing meetings without relying on a spreadsheet."
— Denis Malkov, Director of Revenue Operations at PandaDoc
The result: speed to lead dropped to under 5 minutes. Every trial lead, regardless of volume, got routed to the right rep automatically — no manual assignment, no queue-checking, no spreadsheet.
At PandaDoc's scale, shaving minutes off speed to lead isn't a marginal improvement. It's a pipeline multiplier.
