CUSTOMER STORY
AbstractOps Increases NPS & NRR with Extend
AbstractOps launches a new AI Co-Pilot, built using Extend, that eliminates manual tasks for their customers by 75%.
AbstractOps simplifies and automates back-office operations for businesses, especially around state compliance and legal paperwork.
The best part of my day is hearing customers say we’ve helped create efficiency for them. We've been able to increase customer satisfaction, NPS, and renewal rates with Extend.
Kristin Bass
CEO, AbstractOps
About AbstractOps
AbstractOps is a company focused on simplifying and automating back-office operations for businesses, especially around state compliance and legal paperwork. They aim to take the headache out of compliance by providing proactive alerts and solutions, so businesses can focus on their core activities without worrying about missing important deadlines or facing penalties.
Challenge
As long as there are 50 states, there will be 50 sets of rules, regulations, and penalties surrounding remote employees.
AbstractOps offers their clients a Virtual Mailbox to organize the various state notices that regularly arrive via snail mail. This solved the initial problem of notices arriving late, or slipping through the cracks, but the mountain of mail quickly began posing challenges.
Although most of the letters are reminders or confirmation notes, some require immediate action - which if not completed on time, may carry significant legal or financial penalties (e.g. $250,000 tax bills). Once customers began spending more and more time slogging through junk mail, and the anxiety of missing a deadline intensified, Kristin Bass (CEO), and Hari Raghavan (Co-Founder) knew it was time to explore a better solution.
Solution
Once the team defined the source of the problem - manual mail triaging and task triggering - they set out to explore options across a number of Large Language Models (LLMs) and purpose-built solutions to automate this process. As a lean team with ambitious growth goals, Hari immediately ruled out the possibility of devoting internal engineering resources to building a solution:
If we built a solution in-house, it’d probably be tens of thousands of lines of code, which is a liability because maintaining that is non-trivial - if not just breaking constantly. Second is the upfront time to implementation & opportunity cost, where if something takes 10x as long, you’re just not doing other important things instead.
Hari Raghavan
Co-Founder, AbstractOps
After scoping out Extend, the team was able to ship a document classification system in a matter of days, filtering out noise and reducing the load on the team. Over the next few weeks, they implemented robust document extraction and reasoning into their product experience, allowing for automatic task creation and prioritization, enabling their customers to immediately know where, when, and how to take action.
Customers are so happy. A few months ago, we were dealing with over 500 tasks a month that our team had to manually filter out for customers. In June, with Extend, there were only 128.
Kristin Bass
CEO, AbstractOps
Impact & Outcomes
The 75% reduction in regulatory tasks requiring manual review has enabled the AbstractOps team to focus on higher-value projects, like improving the customer experience & accelerating product development - not sifting through state filings. Most importantly, their customers now have the peace of mind that payroll will run on time, without risk of noncompliance fines.
The best part of my day is hearing customers say we’ve helped create efficiency for them, when previously they were missing deadlines and couldn’t pay employees. We've been able to increase customer satisfaction, NPS, and renewal rates – it's such a delightful product now.
Kristin Bass
CEO, AbstractOps
Looking Forward
Now with a reliable foundation for document processing automation in place, the AO team is setting its sights on expanding its product portfolio to enter new markets and grow its list of happy customers. Even as the tax codes & document requirements continue to evolve, they will no longer be bogged down by the engineering burden historically required for iterating prompts and optimizing processors.
I think the most important part of this is that it requires almost zero engineering work. Having a non-engineer be able to iterate, make changes, and improve the system, rather than having to create a ticket and wait until it gets sufficient priority, has been a huge relief.
Hari Raghavan
Co-Founder, AbstractOps
Conclusion
Eliminating the burden of manually sifting through tax notices and penalty warnings, both AbstractOps and their customers are able to focus on what matters — enabling remote workers to grow their businesses more effectively.
The partnership with Extend has not only streamlined the compliance process but also positioned AbstractOps to scale efficiently and confidently. By automating document processing and reducing manual task management, the team at AbstractOps can dedicate their resources to innovation and customer engagement.