Ameba: Working with Customers in the Tools They Already Use
Ameba, a London-based AI supply chain platform, works closely with customers who use Microsoft Teams. With Conclude, Ameba gives each customer a dedicated channel in its Slack workspace, connected to the customer’s Teams tenant. This keeps every conversation in one place and visible to the whole team, instead of spread across email and WhatsApp groups.
The Challenge
As a startup, Ameba works best when its engineering and customer-facing teams can talk to customer stakeholders and users in a single channel. Many of Ameba’s customers work in traditional industries, such as manufacturing, where Microsoft Teams is the standard.
Without a shared channel, customer communication was split between email and a growing number of WhatsApp groups. This led to:
- Reliance on individuals: when an engineer who met a customer onsite continued the conversation on WhatsApp, it was harder for others to pick it up when they were away
- Lost context: customer input was spread across long email threads, making it harder for the team to refer back and follow up
- Limited visibility: conversations in WhatsApp groups and individual inboxes weren’t visible to the wider team
The result: it was harder to keep context and collaborate closely with customers as a team.
The Solution
Ameba searched widely for a way to connect Slack with their customers on Teams. Most options they evaluated relied on workarounds, and building an in-house tool would have meant hosting and maintaining it. Ameba chose Conclude for its:
- Ready-made solution: worked out of the box with no infrastructure to build, host, or maintain
- Native experience: connected channels feel just like talking to a person on Slack
- Customer security: Ameba’s customers have raised no concerns about permissions
- Reliable syncing: messages sync between Slack and Teams with no issues
Conclude lets us work closely with customers in the tools they already use, while keeping conversations visible to our team – without a custom integration or a deluge of WhatsApp groups.
How Ameba Uses Conclude
Slack is Ameba’s home base. The team creates a new Slack channel for each customer and connects it to the customer’s Microsoft Teams channel using Conclude’s External connection solution – so both sides can speak as if they were on the same platform.
Current Use Cases:
- Customer collaboration: engineering and customer-facing teams talk directly with customer stakeholders and users, as quickly as messaging a teammate
- Everyday conversations: customer-facing teams have informal conversations with users, without needing to formalize every message as an email
- Product feedback: customers send feedback through a simple chat, and the team can refer back to it and ask follow-up questions in the same channel
Benefits of Using Conclude
- Meeting customers in their tools: customers who use Microsoft Teams get a shared-channel experience without changing how they work
- No infrastructure overhead: Ameba avoids building, hosting, and maintaining its own integration
- Native experience: working with customers in Teams feels the same as speaking to a person in Slack
- Shared visibility: conversations sit in a shared channel the whole team can see, not on one person’s phone
- Feedback in one place: the team can find customer feedback and follow up without digging through email threads
The main reason we use Conclude is it allows us to give our customers a true modern first-class solution without having to stress about the infrastructure.
Conclude lets Ameba work closely with customers in the tools they already use, while keeping conversations visible to its team, without needing to maintain a custom integration.
