Case Study: ExtraHop cuts support scheduling from hours to minutes with LeanData

ExtraHop cuts support scheduling from hours to minutes with LeanData

ExtraHop, a cybersecurity company, faced significant delays in its customer support process. Customers filing urgent support cases had to endure lengthy email exchanges to schedule conversations, which was unacceptable in their time-sensitive industry. Using LeanData's solutions, including LeanData Orchestration and BookIt Scheduling, they sought to eliminate these manual bottlenecks and connect customers to support reps instantly.

LeanData implemented a solution where a status change on a support case in Salesforce automatically generates a dynamic scheduling link tied to the rep's live calendar. This allowed customers to book time immediately, cutting the scheduling process from hours to minutes. The results for ExtraHop were substantial, with 130 customer conversations scheduled per month without email threads and full adoption across their 35-person support team, dramatically improving response times.

ExtraHop