Case Study: Loop achieves faster B2B support resolution with Pylon

Loop cuts median resolution time to 78 minutes with Pylon

Loop, an AI-native transportation spend management platform, was struggling to manage its complex B2B support using Intercom. The platform was ineffective for organizing a long tail of issues that required cross-team collaboration, leading to endless context switching and buried tickets. This challenge prompted them to seek a new vendor, Pylon.

By implementing Pylon's support platform, Loop unified its workspace and unlocked multi-channel support, including Slack. The results were significant: median resolution time for technically escalated issues dropped to 78 minutes, and the team now handles approximately 25% of customer queries via Slack. The migration of thousands of tickets and knowledge base articles was completed with no downtime, transforming their support into a strategic advantage.

Loop