From Chaos to Clarity: How Cerby Centralized Customer Collaboration with Unthread

Overview

Cerby, the leading identity automation platform for securing access to disconnected applications, is experiencing rapid growth. However, this expansion brought increased complexity in regards to managing customer onboarding and support requests. Business success requires close, real-time engagement with customers – often in their preferred business platforms like Slack and Microsoft Teams.

The Challenge

Scalable, flexible ways to maintain high-touch, direct engagement with a rapidly growing customer base.

Customers expect real-time collaboration, not ticket queues and 72 hour SLAs. Cerby’s support and customer-facing teams faced a growing operational burden. With customer conversations happening across multiple tools and channels simultaneously, maintaining visibility and consistency became increasingly difficult.

Cerby needed a way to centralize customer support communications, automate repetitive workflows, and ensure that all requests had proper follow-up and closure.

“Before Unthread ticket handling was a mess — our team had to closely monitor more than 30 Slack channels, 10 MS Teams channels, and multiple email inboxes.  Having everything unified in one place changed everything for us.” — Angel Pereyra, Cerby Technical Support Manager

The Solution

Unthread is an AI-automated support platform that transforms a challenge that many high-growth companies face into a unified, customer-focused support system that can scale as fast as Cerby.

Unified Collaboration Across Platforms

With Unthread, Cerby’s team no longer has to juggle multiple tools. Every customer interaction, regardless of the platform, is routed into one place. Giving support and customer success teams better visibility, improved response times, and more efficient processes.

Automations That Adapt to Any Workflow

One of the biggest benefits for Cerby has been Unthread’s automation engine. By leveraging custom functions, Cerby can build logic-driven workflows tailored to its exact needs.

Examples include:

• Escalation rules that page an on-call engineer based on customer, severity, or time of day.
• Automated ticket reviews that ensure no issue goes untouched for too long.
• API-driven workflows that create tickets directly from actions in internal systems, enabling deeper integration with business tools and processes.

Many support organizations depend on developer resources or waiting on vendor feature requests when they need platform improvements. Unthread allows Cerby to design, iterate, and deploy solutions aligned to their business processes without additional overhead.

Continuous Product Evolution

Unthread and Cerby have a lot in common when it comes to customer success and feedback! Direct collaboration between the organizations has had a very positive influence on the upcoming Unthread support portal—a long-awaited and highly impactful feature. 

The Results

Unthread acts as the central nervous system of the Cerby support organization, enabling improved clarity, consistency, and efficiency in all customer interactions.

Key improvements include:

• Full Visibility across Slack, Teams, and email.
• Unified Dashboard that simplifies triage and increases team productivity.
• Customized Business Workflows that reduce manual overhead and accelerate time to resolution.

Conclusion

With Unthread, Cerby has been able to scale up its identity automation platform while maintaining the real-time and personal support that customers have come to expect.