CHALLENGES
Enterprise customer growth was creating unsustainable post-sales headcount ratios.
HockeyStack serves large enterprises where premium, white-glove support is non-negotiable. As the company grew, a critical challenge emerged: they were adding a CSM and Solutions Consultant for every small increment of new customers. This ratio wouldn't scale.
The support requirements were complex and multi-faceted. Enterprise customers expected support across their preferred channels, like Slack, email, chat, and Microsoft Teams, with fast response times and deep technical expertise. CSMs needed to log tickets after every customer call to maintain context. The post-sales team required robust internal coordination with engineering and sales through ticket management systems.
Beyond external customer communication, internal processes were becoming bottlenecks. CSMs and Solutions Consultants spent significant time manually gathering context from multiple systems before each customer interaction. Without intelligent prioritization, it was more difficult for the team to focus on highest-impact issues first. There was no systematic way to identify which customers might be at churn risk based on support sentiment.
"We needed a way to coordinate internally between CSMs, Data Analysts and internal stakeholders to expediate the time to resolution for our customers. We were looking for a platform that abstracts the internal coordination and focuses on laser focused response times."
Sunil Joseph, VP of Customer Success and Support
Legacy support platforms couldn't handle this level of complexity. HockeyStack needed AI that went beyond simple ticket deflection to transform their entire post-sales operation: intelligent prioritization, automated context gathering, proactive sentiment monitoring, and automatic knowledge gap identification.
"We realized we're having to add a CSM and a solutions consultant with every very small number of customers that we were adding, and that will not scale over time. We needed a partner that helped us get more efficient with our post-sales motion."
Buğra Gündüz, Co-Founder & CEO
SOLUTIONS
Pylon's AI capabilities and unified platform addressed HockeyStack's scaling challenges across customer-facing support and internal operations.
Pylon quickly became the unified platform for Hockeystack’s entire post-sales organization. Both Customer Success and Support teams use Pylon daily for customer communication and internal coordination.
"Pylon is our single source for triaging and managing any customer interaction coming into HockeyStack. Understanding the stakeholders, themes and issues in one place has been a game changer for us"
Sunil Joseph, VP, Customer Success and Support
Pylon's AI fundamentally changed how HockeyStack's team operates. Intelligent ticket prioritization ensures the team focuses on high-impact issues first, using sentiment analysis to surface potential churn risks proactively. Automated context summarization pulls relevant information from multiple systems, eliminating hours of manual research before customer interactions.
"Being able to deploy AI across tickets means they're able to identify patterns that we need to turn into knowledge base articles. That takes away so much time from our enablement team's day that Pylon really pays for itself."
Buğra Gündüz, Co-Founder & CEO
Pattern recognition across tickets automatically identifies knowledge gaps, surfacing what content needs to be created before it becomes a widespread issue. This proactive approach saves substantial enablement team time while ensuring customers find answers faster.
"Being able to deploy AI across tickets means they're able to identify patterns that we need to turn into knowledge base articles. That takes away so much time from our enablement team's day that Pylon really pays for itself."
Buğra Gündüz, Co-Founder & CEO
All customer communication across multiple platforms flows into one platform with complete context. Unlike legacy platforms focused solely on deflecting customer inquiries, Pylon transforms post-sales team processes. AI assists with ticket prioritization, context summarization from various systems for both engineering and customer teams, and sentiment gauging across tickets for specific accounts. These internal efficiencies multiply the impact of every team member. The team delivers seamless enterprise support across channels without managing fragmented systems.
"AI needs to do more than just deflecting tickets. It also needs to help with internal processes of our customer team, such as better prioritization of tickets, summarization of context from various systems for both engineering and customer team to use, and being able to gauge sentiment across tickets for specific customers."
Buğra Gündüz, Co-Founder & CEO
RESULTS
Pylon enabled HockeyStack to scale post-sales operations efficiently while maintaining enterprise-grade support quality.
Pylon transformed how HockeyStack's post-sales team operates. The company now handles significantly more customers per team member while maintaining the premium support experience enterprise buyers expect.
- HockeyStack’s customer base grew exponentially without proportional increase in post-sales headcount
- Each Data Analyst and support team member now manage more customers through AI-powered efficiency
- Considerable improvement in ticket resolution time with triaging capabilities of Pylon
- Faster ticket prioritization using workflows and triggers
- Eliminated manual context gathering between customer, Data Analyst, CSM and engineering before customer interaction
The post-sales team now works more efficiently with AI handling much of the heavy lifting. CSMs and Solutions Consultants spend time on high-value customer interactions rather than administrative work. AI handles ticket triage, prioritization, and context gathering automatically. Sentiment monitoring provides proactive alerts before satisfaction issues become churn risks. Pattern recognition helps the support team identify documentation needs proactively, saving significant time that would otherwise be spent reactively creating content after issues spread across multiple customers.
"Pylon helped us get from reactive to proactive into the predictive mode with Customer Experience. We wanted to bring our teams together with a mission to unify around our key mission around customer-first - we’ve achieved that through our partnership with Pylon"
Sunil Joseph, VP of Customer Success and Support
Customer experience became a measurable competitive advantage for HockeyStack. Premium support quality contributes directly to faster sales cycles with enterprise prospects and easier closes with large deals. The combination of enterprise-grade support quality and operational efficiency enables HockeyStack to scale sustainably while maintaining the white-glove experience that large customers demand.
"We couldn't get something that was built for the traditional age of customer experience. We had to get something that's ready for the future, for the AI age. We needed something that was purpose built for B2B for our whole customer team to use."
Buğra Gündüz, Co-Founder & CEO