Case Study: Tinybird cuts enterprise response time with Plain

What changed when Tinybird replaced JIRA with a platform custom-built for B2B support

Tinybird, a serverless real-time data analytics platform, faced significant challenges as their customer base grew while using JIRA for support. Their team struggled with a lack of real-time reporting, no visibility into SLAs, and a disjointed workflow that involved constant context switching between email, community Slack, and Slack Connect channels, making it difficult to prioritize and manage their support queue effectively.

By implementing Plain's customer service platform, Tinybird unified all their support channels into a single inbox. The solution provided clear prioritization for enterprise customers and enabled seamless collaboration with engineers directly from Slack. The migration was completed in just two days. As a result, Plain helped Tinybird dramatically reduce their first response time for enterprise customers from one hour to just twelve minutes and slashed their resolution time from six days to two hours.

Tinybird

Ramiro Aznar Ballarín

Support Manager