Case Study: ScanPay streamlines support collaboration with ClearFeed

How ScanPay Collaborates on Support Across Slack & Freshdesk Using ClearFeed

ScanPay, a payments and invoicing platform for service businesses, faced a challenge with fragmented customer support. Their teams used Slack for internal collaboration and Freshdesk for ticketing, but the lack of integration between the two tools led to siloed conversations, manual work, and incomplete context for support agents. To address this, they turned to the vendor ClearFeed and its integration service.

By implementing ClearFeed's two-way sync between Slack and Freshdesk, ScanPay streamlined its support workflow. The solution automated ticket creation, logged all internal Slack discussions directly into tickets, and provided a unified view of customer interactions. This resulted in significant measurable impact: over 750 tickets were collaborated on via Slack in three months with over 5,000 comments, leading to enhanced collaboration, reduced software costs, and a major boost in support efficiency and quality.

ScanPay

Ritwik Manan

Head of Product & Experience