Case Study: Hatch achieves faster onboarding and fewer support tickets with Prismatic

How Hatch uses Prismatic to build productized, highly-configurable integrations their customers can self-activate.

A customer contact center platform called Hatch faced a challenge with its integrations, which were all built as custom, one-off projects for each client. This approach was an unmanageable bottleneck that consumed 30-40% of engineering capacity, resulting in unreliable integrations and frequent customer problems. Hatch turned to the embedded iPaaS platform from Prismatic to resolve this scaling issue.

By implementing Prismatic, Hatch was able to productize its integrations, making them highly configurable and reusable across customers. The results included a 100% increase in customer satisfaction, a 25% reduction in support tickets, and a significant decrease in onboarding time. Prismatic gave the Hatch team and its customers better visibility into data, improved reliability, and freed up engineering resources to focus on other areas of the business.

Hatch

Adam Jacox

VP of Engineering