Challenges
Finch's rapid growth required unified customer operations that their fragmented platform setup couldn't deliver
As Finch scaled their employment infrastructure API to serve increasingly sophisticated enterprise customers across HR, benefits, and fintech sectors, their customer operations faced the limitations of a fragmented platform architecture. The team was managing support through Zendesk while operating customer success through Catalyst, creating operational silos that prevented the seamless customer experience their enterprise clients demanded.
The multi-platform approach created critical operational challenges that hindered Finch's ability to scale efficiently. Teams constantly switched between systems to gather complete customer context, leading to inefficient handoffs and duplicated effort. Support agents couldn't access customer success insights, while success managers lacked visibility into support interactions, creating gaps in Finch's view of the customer journey.
Most critically, Finch's leadership needed comprehensive customer intelligence to manage their growing enterprise accounts effectively. With customer data scattered across multiple systems, understanding account health, identifying expansion opportunities, and proactively addressing issues required manual information gathering from disparate sources. Finch recognized they needed an enterprise-grade platform that could unify their customer operations while providing the comprehensive intelligence required to serve their sophisticated customer base at scale.
"We had a lot of missing context between systems. I’d often ask questions to my team like: ‘What are the recent key touch-points? Are there key adoption insights I should be aware of?’ If there was an issue with our previous tools' integrations syncing, it would cause confusion. Teams couldn't easily access the complete customer story."
Sam Gurdus, VP of Customer Success
Solutions
Finch chose Pylon to completely replace their fragmented setup, consolidating Zendesk and Catalyst into a unified platform with comprehensive account intelligence capabilities
Finch made the strategic decision to consolidate their entire customer operations stack around Pylon's comprehensive platform. Rather than managing separate systems with complex integrations, they leveraged Pylon's unique ability to serve as both an enterprise support platform and sophisticated customer success hub.
The consolidation strategy addressed Finch's core operational requirements through Pylon's integrated capabilities. The platform's native Slack integration seamlessly handled their primary support channel (75%+ of volume), while the customer portal managed email and self-service requests. Pylon's Account Intelligence provided the unified customer context that had been impossible with their previous fragmented setup. Pylon now consolidates context from emails, Gong recordings, Slack conversations, and other customer touchpoints, enabling AI-powered insights into account health and sentiment rather than manual research.
Finch also leveraged Pylon's advanced workflow capabilities to bring their implementation team into the unified platform. This created internal project management workflows that run parallel with external customer-facing portals, providing comprehensive visibility into customer progress across all touchpoints.
"Pylon's velocity in delivering features over 18 months really demonstrated their commitment to enterprise customers. The platform offered something unique - the ability to consolidate everything into one world while providing the account intelligence we needed to scale."
Sam Gurdus, VP of Customer Success
Results
Finch achieved complete operational consolidation with enhanced customer intelligence, significant efficiency gains, and streamlined enterprise customer management
Finch's platform consolidation delivered immediate and measurable improvements across their customer operations. The unified platform now supports over 12 team members across support, customer success, and implementation functions, with additional teams accessing customer intelligence through integrated Salesforce workflows.
Key Operational Results:
- Multiple platforms replaced with single unified solution (Zendesk, Catalyst, plus additional tools)
- ~20 hours per week saved across teams on context switching and manual research
- 1 day faster issue resolution through unified customer context
- More data visibility and control over what the team sees across systems
Pylon's Account Intelligence transformed how Finch manages their enterprise customer base. The team can now prompt the system for immediate account intelligence instead of manually gathering information across multiple systems. The unified platform eliminated friction between support and customer success while providing complete customer context for seamless handoffs.
"Account Intelligence completely changes how I leverage my team's time when I need to understand what's going on with an account. Instead of having my team spend time redundantly explaining things they've already documented, I can prompt the system and get comprehensive insights instantly. We solve problems faster and more strategically."
Sam Gurdus, VP of Customer Success
The consolidation's strategic impact extends beyond operational efficiency to fundamental business capabilities. Finch can now deliver the white-glove service their enterprise customers expect while maintaining the organizational intelligence needed to scale effectively. The single-platform approach not only eliminated complexity but unlocked customer intelligence capabilities that weren't possible with their previous fragmented setup.
"The biggest win is consolidating everything into one home that's easily accessible for everybody. We eliminated the need to build and maintain integrations between multiple systems, and now we have one source of data for all our visualization and reporting tools. It's made us faster, more efficient, and delivers a better experience for our customers."
Sam Gurdus, VP of Customer Success