Case Study: Northflank improves response times by 50% with Plain

Northflank cuts first response time by 50% with Plain

Northflank, a company providing a control plane for deploying applications across cloud environments, faced significant challenges as their support operation scaled. Managing customer queries across numerous enterprise Slack channels, email, and their own app led to fragmented conversations, delayed responses, and difficulty escalating issues to their engineering team. This created a bottleneck that hindered their ability to provide efficient support.

By adopting Plain, Northflank consolidated all customer interactions into a single workspace. The solution involved integrating structured support forms into their product via Plain's API and automating workflows for smarter request routing. This allowed Northflank to improve first response times by 50%, reduce back-and-forth communication, and double visibility into support across their team, creating a scalable and developer-friendly support experience.

Northflank