CHALLENGES

As Ada’s AI business accelerated, so did their commitment to delivering enterprise-grade customer experiences. To keep pace with their own innovation and maintain high operational standards, Ada needed modern tooling that could scale alongside them.

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As an AI company specializing in customer experience, Ada was determined to evolve their internal support systems to match the sophistication they deliver to customers. The gaps were clear: their existing help desk platform lacked the flexibility, visibility, and integration depth required to support their global growth.

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The most pressing issue was fragmented communication. Without native Slack integration, conversations were scattered across tools—forcing agents to constantly switch between Zendesk, Slack threads, and other systems. This slowed down response times and introduced friction in the customer journey. On top of that, rigid workflows for ticket creation and routing couldn’t support the scale and complexity of Ada’s multi-product, multi-region operations. They needed a single, versatile service platform that could unify support interactions and automate operationally complex processes.

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Beyond the technical limitations, Ada needed a partner who could move at their pace. As their requirements evolved, they needed responsive partnership and modern tooling that would keep their support team engaged and productive. It became clear their existing systems would hold them back from scaling at the velocity their business demanded.

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"Our industry is transforming every single day. Our products are at the forefront of AI transformation, and we needed a partner that could move at our pace with the same velocity and innovation."

Anuj Arora, Chief Customer Officer (CCO)

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SOLUTIONS 

Pylon won Ada's bake-off against Salesforce with superior agent experience, native Slack support, and a faster migration.

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When Ada decided to leave Zendesk, they ran a formal evaluation between Salesforce Service Cloud and Pylon. While Salesforce was the incumbent enterprise choice, Pylon won the bake-off. Here’s why:

  • Native Slack Integration: True native Slack support meant centralized communication. Ada’s support team could finally manage customer conversations without jumping between tools, creating a unified experience that Zendesk never delivered.
  • Enterprise-grade reporting and analytics: Pylon delivered the visibility and reporting capabilities that Ada needed to understand the health and performance of their global support operations.
  • Intelligent Automated Workflows: Pylon’s AI Agents and Assistants gave Ada the flexibility and intelligence that their complex operations required.
  • Superior Agent Experience: The platform was intuitive, fast, and genuinely enjoyable for support agents to use.

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The migration scope was substantial and technically demanding. Ada needed to transfer a full year of historical tickets, plus active tickets without disrupting ongoing customer conversations. In addition, critical integrations had to be preserved and maintained throughout the migration:

  • JIRA ticket links needed to be backfilled to maintain engineering workflows.
  • Salesforce sync had to remain intact for account and contact data integrity.
  • Account mapping issues required cleanup and correction to ensure accurate customer associations.
  • All metadata, assignees, and organizational relationships needed precise backfilling to prevent any data loss.

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Pylon's solutions team worked closely with Ada's technical stakeholders to map out every dependency, integration point, and data requirement. The result was a comprehensive migration plan that would preserve existing workflows while fixing longstanding data quality issues that had existed in their previous system.

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"Pylon gave us the flexibility, ease of use, and enterprise-level reporting we were looking for. The migration was seamless and made it clear we had the right partner.”

Anuj Arora, Chief Customer Officer (CCO)

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RESULTS

Ada completed their migration in 2 weeks with zero disruption and saw immediate operational improvements.

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Despite the complexity and a completely new platform, Ada's support team was ready to go live within two weeks. The intuitive UI meant minimal training requirements and immediate productivity from day one.

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Migration Success:

  • Full year of historical tickets successfully migrated, including active tickets, with 100% data integrity
  • Zero customer-facing disruptions during 2-week migration
  • All critical integrations preserved (JIRA, Salesforce, and others)
  • Data quality improved through account mapping cleanup
  • Complete adoption across multiple teams, within days of go-live

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The impact was noticeable from week one, and Ada's support operations transformed with unified workflows and intelligent automation:

  • Support agents now work from one platform with native Slack integration, eliminating constant tool switching
  • Automated routing handles complex ticket management across product lines and global regions seamlessly

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Pylon's intuitive platform has also made daily work easier and more enjoyable, directly supporting Ada's ability to scale their white-glove support model as they continue growing their Fortune 500 customer base.

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"At Ada, our mission is to make customer service extraordinary for everyone. We needed the right partner to do so. Pylon's AI-native solutions bring not just high performance in customer support but also efficiency."

Anuj Arora, Chief Customer Officer (CCO)