Case Study: Northflank achieves 50% faster response times with Plain

Northflank improves first response time by 50% with Plain

Northflank, a developer tools company, faced significant challenges scaling their B2B support operation. Their customer queries were fragmented across numerous enterprise Slack channels and email, leading to chaotic tracking, delayed responses, and inefficient manual workflows for escalating issues to their engineering team. This created a major bottleneck as they grew.

By adopting Plain, Northflank consolidated all customer interactions into a single workspace. Plain's solution integrated structured support forms directly into the Northflank app to capture critical debugging details upfront and automated request routing and triage. This resulted in a 50% improvement in first response time, drastically reduced back-and-forth communication, and enabled seamless collaboration between support and engineering.

Northflank