Case Study: premote scales multi-channel support and handles 500 tickets in four months with Productlane

premote handles 500 tickets in four months with Productlane

premote, a company that automates travel compliance, faced challenges with its self-hosted Supportpal helpdesk. The outdated tool had weak integrations with Slack and Teams, a difficult interface for team collaboration, and a dated help center, which pushed them to seek an alternative solution from a vendor like Productlane.

Productlane implemented a multi-channel support solution for premote, integrating Slack Connect, Teams, and email into a single inbox. The solution included a powerful Linear sync and a rebuilt, self-updating AI help center. As a result, premote's small team efficiently handled approximately 500 tickets in just four months, with AI-agent usage climbing steadily and workflows greatly improved.

Premote