Case Study: Sanity achieves 120% higher team satisfaction with Plain

How Plain Helped Sanity Remove Friction from Support

Sanity, a SaaS structured content platform, faced significant challenges with its previous support system, Zendesk, and a custom Slack integration. The setup was complex, requiring extensive engineering maintenance, and the user interface was dated, leading to friction and low team satisfaction. They needed a unified and modern support solution that could handle multiple channels without creating a technical burden.

By implementing Plain's customer support platform, Sanity unified its support across Slack, MS Teams, and email into a single, modern inbox. The native integrations eliminated engineering overhead, while features like Discussions and a custom-built 360 dashboard via Plain's API fostered better collaboration and customer insight. This resulted in a 120% increase in team satisfaction and enabled the team to support new channels like MS Teams efficiently and scale their operations.

Sanity

Peter Hofstee

Global Director, Support Engineering