About Rootly
Rootly is a modern AI-powered incident management platform built for high-growth, engineering-led organizations. Trusted by leading technology companies, Rootly helps engineering, SRE, and operations teams detect, manage, learn from, and resolve incidents faster by bringing structure, automation, and real-time coordination directly into Slack-and MS Teams native workflows. By improving reliability at scale, Rootly enables teams to continuously evolve how incidents are handled without slowing down innovation.
As Product Complexity Grew, Knowledge Became the Bottleneck
Rootly operates in a highly competitive and rapidly evolving market, disrupting traditional approaches to incident response. As the company continued to expand into a multi-product platform, the complexity of sales conversations increased significantly.
Each deal requires deep technical understanding to best position Rootly’s products for their prospects.
Some of the main areas of focus for the Rootly revenue team include:
- How multiple products worked together
- Where Rootly was best suited to address customer needs
- How the platform mapped to different customer environments across a large and diverse TAM, spanning industries with unique reliability, compliance, and operational requirements.
Against the backdrop of a highly technical industry, Rootly was experiencing rapid growth and evolving quickly. This meant that new features and capabilities were shipping at a pace that static documentation couldn’t keep up with. Knowledge lived across Slack conversations, internal threads, product updates, and the heads of a few subject-matter experts. This created friction across their team, from AEs to SEs, to CSM and CS, as knowledge existed in siloes and was not readily accessible. And the need for timely, accurate knowledge was felt across all roles, examples include:
- AEs needed fast, accurate answers to win in competitive cycles
- CSMs needed reliable & accurate product insights to support customers
- Sales Engineers became a bottleneck for routine technical questions
- New hires took longer to ramp because product knowledge wasn’t centralized
Each time a specific question related to the product was asked, the only remedy was manual answers from some of Rootly’s most senior revenue team members and product experts, sometimes even including the company’s co-founders.
As Andre King, Rootly VP of Sales, explained:
"As we've grown, the biggest bottleneck wasn't pipeline – it was the flow of technical knowledge. Mash removes that completely."
Solution & Strategy
Rootly turned to Mash to bring real-time, high-trust product knowledge directly into Slack, where their revenue team was already spending a considerable amount of time manually searching for technical answers related to their product.
Because Rootly itself is a Slack-native product, the fit with Mash was natural. Mash was deployed and integrated with Slack, designed to capture evolving product knowledge and surface it instantly — without forcing teams to change how they worked - by meeting them where they were already working.
Before implementing Mash, Rootly’s revenue team had to rely on manually asking Senior SMEs or SEs product or technical related questions in Slack. Now, their revenue team is able to access instant, accurate answers that continuously improve over time, directly in Slack - without the need for time-consuming manual interaction. Now, their product experts are able to jump into a thread where Mash has provided an answer and confirm its accuracy directly within Slack, automatically improving Mash’s tuned knowledge engine for Rootly.
"Before Mash, every answer depended on my team responding. Now we get one accurate answer that's always updating based on our conversations."
How Rootly Uses Mash
- AEs use Mash to research prospects and pull relevant proof points during active sales cycles
- Product and technical questions are answered automatically in Slack, reducing dependency on Sales Engineers
- Knowledge only needs to be written once — in Slack conversations — and Mash continuously learns from those interactions
- Sales Engineers can quickly validate or enhance answers, reinforcing accuracy without slowing down deals
This meant Rootly can move faster without sacrificing precision, a critical requirement towards successful enterprise and technical sales.
Mash fundamentally changed how knowledge flows across Rootly’s revenue team.
With Mash answering product and technical questions in real time, customer response times dropped by 45%. Reps no longer needed to pause conversations or say “let me get back to you.” They could confidently address detailed questions in the moment — even in competitive situations.
Revenue Teams Unlocked Product Expertise
Mash turned institutional knowledge into an always-available resource. New and existing reps gained immediate access to accurate product context, resulting in faster onboarding times for new hires and raising the technical credibility of every revenue team member, enhancing the quality of conversations with prospects.
"With Mash, all my reps are now product experts. We're seeing meaningfully higher close rates with shorter deal cycles."
Results
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Higher confidence and consistency across Sales, CS, and leadership
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Fewer interruptions for Sales Engineers and CS leaders
“Rootly is scaling fast. Mash is helping us do that — from ramping new hires quickly, reducing interruptions, and automating internal answers.”
What’s Next for Rootly x Mash?
Rootly and Mash are continuing to deepen their partnership by:
- Expanding Mash to additional GTM roles and Slack channels
- Capturing more nuanced product and customer knowledge
- Tightening feedback loops to further improve answer quality and coverage
As Rootly continues to scale its platform and customer base, Mash will remain the knowledge foundation that ensures every team member, from new hire to leadership, operates with the same level of technical clarity, speed, and ultimately, confidence.
About Mash
Mash is the Slack-native knowledge agent platform that helps complex & multi-product revenue teams get the information they need, when & where they need it. Designed for revenue teams, Mash’s platform automates answers, surfacing contextually relevant information, and managing complex organization workflows in real-time. They are the foundation for bringing client, technical, product and tribal knowledge to the entire organization.