Case Study: Upstream Tech achieves faster, more responsive customer support with Help Scout

Upstream Tech - Customer Case Study

Upstream Tech, a mission-driven conservation and water-tech company that builds Lens and HydroForecast, struggled to support customers as those advanced remote‑sensing and AI products were integrated into diverse organizations. Managing incoming requests from a shared team email made coordination slow and error‑prone, so Upstream Tech brought on Help Scout to centralize support and provide self‑service and real‑time engagement tools such as Docs, a shared inbox, Beacon messages, and live chat.

Help Scout enabled multi‑user inbox workflows, an integrated Docs library, reporting and tagging, and Beacon for announcements and chat, which helped Upstream Tech meet its goal of responding to customers within one day and prevent conversations from slipping through the cracks. The team now tracks pending/closed conversations, tags customer feedback for quarterly product improvements, measures views and clicks on Messages to shape webinars, books more demos via live chat, and runs a more responsive hiring process — all measurable improvements credited to Help Scout.

Upstream Tech

Marshall Moutenot

Co-Founder