Case Study: Granola achieves 88% automated first responses with Plain

Granola boosts automated support actions from 57% to 88% with Plain

Granola, an AI-powered notepad SaaS company, faced a challenge scaling its customer support to handle 10% week-over-week user growth. Their team was using a disjointed system of Slack and a shared Google inbox, which pulled engineers and non-technical staff away from their core work. They needed a solution to consolidate channels and automate processes to keep the team small and focused on product impact rather than just ticket volume.

The company implemented Plain as its support platform, which consolidated five inbound channels into a single workspace. Plain served as a data layer, enabling the team to build an extensive automation system with 29 workflows. This included AI classification, automated routing, and an internal agent that investigates issues. As a result, Granola handled 100x user growth on Plain and increased automated actions from 57% to 88% in just 30 days, allowing the support team to focus on solving root causes rather than just processing tickets.

Granola