CHALLENGES
Pump's rapid growth demanded a support platform that could scale team workflows while maintaining responsiveness across multiple channels.
As Pump's customer base expanded rapidly, their support infrastructure needed to evolve dramatically. The team was scaling quickly from one person to 10+ across solution architects, technical account managers, and customer success roles. Each role required different workflows and visibility into customer issues.
While Intercom, their existing support tool, handled basic ticketing, it lacked the native Slack integration Pump needed to stay responsive. Customer conversations were split between Intercom tickets and Slack channels, forcing team members to monitor multiple platforms constantly. This fragmentation created blind spots where urgent customer issues could slip through.
The team needed better organization as they scaled. With multiple roles handling different types of customer needs, Pump required sophisticated routing and views that would let Solution Architects see their queue while Technical Account Managers (TAMs) saw theirs. This needed to happen without creating silos that would slow response times.
Most critically, maintaining low churn as they scaled would require fast response times across all customers, regardless of time or channel. They needed a unified platform where anyone on the team could see and respond to urgent issues, even if they weren't directly assigned to that customer.
SOLUTIONS
Pylon unified Slack and email into one platform with flexible workflows that scaled with Pump's growing team.
Pump migrated from Intercom to Pylon, gaining the native Slack integration and organizational flexibility they needed to support rapid growth. The platform became the single pane of glass for all customer communications.
Pylon's native Slack integration was the primary driver for the switch. Every customer conversation, whether in dedicated Slack channels or email, now flows into Pylon with complete context. The team no longer monitors multiple platforms; everything lives in one place.
"Pylon is like one pane of glass. It covers all Slack notifications, all emails, and more. Even if I'm not in a channel… anyone in the company who has access to Pylon can see that and instantly respond."
Stuart Lundberg, Head of Operations
As Pump rapidly grew their customer-facing teams, Pylon scaled with them. The platform now supports multiple specialized workflows: Solution Architects have dedicated inboxes for technical implementation questions, Technical Account Managers monitor their customer portfolio through custom views, Sales team members track specific customer interactions, and automated buying processes route internally without customer-facing messages. Custom fields and AI routing ensure the right person sees the right issue immediately. Pump uses tags to identify high-value customers and priority accounts, enabling the team to provide differentiated service levels at scale.
Pump also leveraged Pylon's automation capabilities to handle their unique workflows. When customers join Pump, automated notifications alert the team that savings execution is needed. These internal alerts flow through Pylon alongside customer communications, keeping the entire team coordinated. The team uses macros extensively to handle common questions efficiently as they've scaled, while Broadcasts enable them to communicate with multiple customers simultaneously, eliminating repetitive manual work.
Beyond operational efficiency, Pylon's CSAT surveys provide early warning signals when customers aren't satisfied. Negative CSAT scores immediately alert the team to potential churn risks, enabling proactive intervention before issues escalate.
"The CSAT scores have been really phenomenal. We're able to instantly see that maybe a customer isn't super happy, and we're able to see early warning signs and be able to correct that."
Stuart Lundberg, Head of Operations
RESULTS
Pump scaled their support team 10x while maintaining industry-leading retention and fast response times.
The migration to Pylon enabled Pump to handle explosive growth in both team size and customer base without sacrificing the responsiveness that drives their retention.
The migration enabled Pump to handle explosive growth in both team size and customer base. The support team quickly scaled across multiple specialized roles while maintaining a 0.3% annual churn rate through fast, coordinated responses.
Key results:
- 10x Support team headcount without significant increase in response times
- 0.3% annual churn rate enabled by unified visibility and fast response times
- ~20+ hours saved weekly through automated notifications and routing
- Multiple channels unified: Slack, email, and Discord in one platform
Response times improved significantly with unified visibility across all channels. Broadcast messaging eliminates repetitive manual communication, while automated routing ensures the right person sees each issue immediately. Most importantly, unified team visibility means urgent issues no longer slip through the cracks, even at 10 p.m. when primary contacts might be offline.
Pump's ability to respond quickly to any customer issue, regardless of time or channel, directly supports their 0.3% annual churn rate. The unified platform ensures no urgent issue goes unseen. Any team member can jump in and respond because everyone has visibility into all customer communications. Custom tagging and views enable the team to prioritize high-value customers while maintaining responsiveness across the entire customer base.
"I think [Pylon has] definitely helped increase our retention. Our churn is quite low. It's roughly 0.3% [annually]. We've been really pleasantly surprised with the ability to respond really quickly and prioritize our largest customers getting really fast responses."
Stuart Lundberg, Head of Operations