Case Study: PieSync achieves an 88% reduction in customer wait times with Kustomer

Kustomer helps PieSync get in sync with their customer data

PieSync is a B2B data‑synchronization provider that connects 180+ business apps. With a lean support team of three handling roughly 80–90 daily conversations (and spikes after product releases), their previous tool (they’d switched from Intercom) couldn’t aggregate cross‑channel customer data or handle the volume, causing response times to exceed their 24‑hour target.

After implementing Kustomer, PieSync unified omnichannel conversations into a single timeline, ingested external data, and automated routine workflows (for example, Stripe‑triggered emails followed by SMS for failed payments). Those shortcuts and automations freed agents to handle more cases and cut average customer wait times to about 3 hours — an 88% improvement — while the platform scaled with their growth.

PieSync

Jan Bogaert

Customer Support Officer