Case Study: PrestaShop achieves 33% faster support resolution with Hightouch

Prestashop improves time-to-resolution for support tickets by 33% with Fivetran, Google BigQuery, Looker and Hightouch

PrestaShop, the open-source e-commerce platform used by over 300,000 merchants, needed a better way to trust, access, and activate its data across siloed systems. Working with Hightouch alongside Fivetran, BigQuery, and Looker, the company aimed to move beyond dashboards and make data available to more teams for everyday decision-making.

Hightouch helped PrestaShop operationalize its Looker semantic layer by syncing trusted data into tools like Zendesk, Postgres, and HubSpot. The results included a 33% faster time-to-resolution for support tickets, a 7-point increase in NPS, 25% lower HubSpot costs, reduced dashboard development time from six weeks to under two days, and data engagement rising from 10% to more than 40%.

PrestaShop

Remi Paulin

Data Architect