Case Study: How a Top Telemedicine Platform Solves Issues 86% Faster With Unthread

Learn how Unthread is being used by one of the leading medical technology companies across their IT and customer support operations and delivering measurable results.

The Challenge

Operations and support were split across several different Slack channels, each monitored by different teams for different use-cases. Customer-facing teams would get notified about issues in Slack, and relay those problems to their IT team in a different channel.

“And so now what we ended up finding out was our customers were feeling that they weren't being listened to. There was no attentiveness.”

Getting Started with Unthread

After quickly setting up their IT and Partner Support Slack channels as intake sources on Unthread, they were immediately able to start tracking, optimizing processes, and most importantly, automating the incoming tasks.

“Then we found Unthread, it checked so many boxes for us because we didn't have a lot of process and we were trying to introduce process”

Using Data to Drive Change

With the new tracking of SLAs, escalations, and resolution times, Chris and his team could effectively make changes and measure the results. Important metrics tracked by the team include:

• Time to first response
• Time to resolve
• AI deflection rate
• Time to onboard new accounts

“That's 1 of the biggest things that Unthread was able to do is just give us so much visibility and to quantify it”

Empowering Individuals

Process only works if it’s followed by the team, and with the new tools in place, the IT and Customer Success teams were able to dedicate their time towards proactively building out time-saving processes instead of being reactive to new issues coming in.

“When they're fighting fires all the time, they can't really see the forest through the trees. I think it brought in a sense of control that they didn't realize that they didn't have.”

Bringing IT and Customer Success Together

Rather than split the team across an ITSM and a CS platform, all tickets are routed through Unthread as a single source of truth. This provides a seamless hand-off process between technical and non-technical team members, as well as a richer dataset of information to learn and iterate on.

“Things would constantly fall through the cracks, and people would point fingers internally, people would point fingers at the other person. Yeah. And now we have predictable workflows, nothing gets lost, and everyone is accountable.”