Case Study: Coalesce cuts prep time and speeds support with Pylon

Coalesce cuts check-in prep time by 40% with Pylon

Coalesce, a data management and AI company, faced significant challenges with fragmented customer data across disconnected tools like Zendesk, Jira, and Salesforce. This made strategic account oversight and collaboration nearly impossible for their support and customer success teams. They turned to Pylon to find a more modern and centralized solution.

Pylon implemented its Account Management suite, specifically its Notebooks feature, to unify data and provide AI-powered summaries. This solution dramatically reduced manual work, cutting preparation time for customer check-ins by approximately 40% and decreasing manual note-taking by over 85%. Most notably, first response times for support issues improved from 50 minutes to under 3.5 minutes. Pylon's platform successfully centralized 98% of Coalesce's accounts, creating a single source of truth for all customer-facing teams.

Coalesce