Measured outcomes
CSAT: up 18 points
Agent capacity per FTE: up 32%
Mean-time-to-engineering-escalation: down 67%
A high-growth B2B SaaS company had stitched together 4 different support tools as it scaled — Zendesk for tier-1, Jira for engineering escalations, Slack for in-call collaboration, custom internal tooling for status updates.
Salesforce Service Cloud as the unified system, with Slack-Service Cloud bidirectional integration (in-channel collaboration, ticket updates back to the case). Engineering escalations as Service Cloud cases linked to Jira. Status page embedded.
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