Challenges
Salesforce Service Cloud required extensive engineering resources for basic tasks and would have forced Findigs to double their support team to maintain growth.
When Tatiana Meduna joined Findigs as Head of Business Operations, the team was managing 6,000 to 9,000 monthly tickets on Salesforce Service Cloud as the company scaled rapidly. As growth continued, critical platform limitations emerged. Basic configuration required substantial engineering time, and every workflow change diverted resources from core product development.
"Our engineering team could build custom solutions in Retool faster than we could get Salesforce engineers to implement basic functionality. That's not sustainable."
Tatiana Meduna, Head of Business Operations
The live chat function created chaos. Approximately 25% of tickets were disconnected chats, leading to visibility issues and data discrepancies. Knowledge base setup was extremely difficult, and macros didn't work effectively.
Most critically, the platform couldn't scale efficiently. Staying on Salesforce meant growing from 30 to 60 support team members. Cost and complexity also prevented Findings from bringing their specialized underwriting team into Service Cloud, forcing them to use separate systems.
"Maintaining our growth trajectory on Service Cloud would have required doubling our support team. In the age of AI and automation, that doesn't make sense."
Tatiana Meduna, Head of Business Operations
Solutions
Pylon's intuitive configuration, native AI, and partnership approach helped Findigs consolidate teams and scale efficiently.
Findigs conducted a thorough 4 to 6 month evaluation with heavy executive involvement, assessing Zendesk, Intercom, Front, and Plain along with Pylon. The team prioritized platforms offering AI-native capabilities, advanced analytics, and truly agentic workflows. These requirements quickly narrowed the field to Pylon and Intercom as top contenders.
Three factors made Pylon the clear winner. First, the platform offered unmatched ease of setup and use compared to Salesforce's complexity. Second, customization and workflow agility meant Findigs could adapt the platform to their unique requirements without engineering dependencies. Third, and most decisively, Pylon demonstrated a commitment to true partnership rather than transactional support.
"What made Pylon stand out was the white-glove partnership approach. The team acted as true thought partners throughout implementation, showing flexibility around our unique requirements."
Nikita Srivastava, Senior Associate, Business Operations
This partnership commitment proved critical during implementation. Pylon's team worked closely with Findigs to understand their bespoke workflows and configure solutions that actually fit their needs. This approach contrasted sharply with Salesforce's hands-off model that left Findigs building workarounds independently.
The migration preserved six months of historical data through a carefully staged rollout that allowed iteration and refinement before full deployment. This approach minimized risk while giving the team confidence in the new system.
Pylon's most transformative capability is enabling non-technical configuration. Nikita, without coding experience, set up all triggers in a matter of weeks. When triggers double-fired, she rebuilt the entire architecture in 1 to 2 weeks. This same work would have required days per trigger in Salesforce with engineering support.
"Configuration that previously required a full day in Salesforce now takes 30 minutes in Pylon. We no longer pull engineering resources just to modify support workflows."
Tatiana Meduna, Head of Business Operations
Pylon's AI eliminated 30% of ticket volume immediately by removing disconnected chats. AI runbooks now triage 10 to 15% of issues before reaching human agents. As Findigs builds their knowledge base with AI assistants, they're positioned to increase deflection through AI agents and self-service. The Findigs team is excited to consolidate previously siloed teams (traditional support, underwriting support, pet verification support, as well as customer success and implementation) into seamless workflows.
Results
Findigs avoided 2x headcount growth, reduced tickets by 30%, and enabled non-technical teams to configure workflows in minutes.
Business impact:
- 2x expansion avoided: Prevented growth from 30 to 60 support members through AI and automation
- 30% baseline reduction: Eliminated disconnected chats and platform inefficiencies immediately
- 10 to 15% automatic triage: AI routing and information collection before human touch
- 30-minute configuration: Non-technical teams build triggers vs. days in Salesforce
The operational transformation extends beyond headcount savings. Support and product teams now configure workflows independently without pulling engineering resources from other priorities. The custom Retool solutions built to compensate for Salesforce limitations have been eliminated entirely. Non-technical team members implement webhooks and integrations themselves, while all stakeholders access customer context instantly without manual handoffs through Slack. Workflow changes that previously took weeks now happen in hours, enabling the team to adapt quickly as the business evolves.
"Salesforce would have required linear headcount growth, essentially doubling our team in the next few years. Pylon's AI allowed us to break that model and make each agent significantly more efficient."
Nikita Srivastava, Senior Associate, Business Operations
As Findigs continues building their knowledge base, they're positioned to increase deflection rates substantially through AI agents and enhanced self-service. The platform's flexibility allows them to scale multiple customer-facing teams efficiently while maintaining quality and responsiveness across all customer segments.
"At our stage and pace, we needed infrastructure that could leverage modern AI rather than requiring endless configuration. For nimble startups, you need nimble systems. Pylon gave us exactly that."
Tatiana Meduna, Head of Business Operations
For high-growth companies serving multiple segments at scale, the right support infrastructure is critical to sustainable growth. Pylon provided Findigs the AI-native platform to avoid unsustainable headcount growth, empower teams to move independently, and scale efficiently without compromising service quality.