Case Study: Granola builds scalable AI-powered support with Plain

Why Granola chose Plain as their first support platform to scale support during rapid growth

The customer, Granola, an AI-powered SaaS notepad company, found its reliance on Slack and email for customer support was unsustainable as it scaled. Handling hundreds of messages weekly became disorganized, and surges in queries during major company events pulled technical staff away from their core work. To address this, they turned to the vendor Plain to implement a dedicated support platform.

Plain provided a centralized solution that unified Granola's support channels including Slack, email, and in-app forms into a single, manageable inbox. The implementation featured AI-powered suggested responses, a new Help Center, and integrations with tools like Linear. This allowed Granola to efficiently handle a 100x increase in users, manage a surge in requests during its Series A announcement without missing messages, and free up its team to focus on core work, building a strong foundation for future scaling.

Granola

Jo Barrow

Chief of Staff