Case Study: OneSchema streamlines Slack and Teams support with Pylon

OneSchema scales support across Slack, Teams, and Email with Pylon

OneSchema, a company that provides embeddable CSV data import tools, faced significant challenges in managing customer support across Slack Connect, Microsoft Teams, and email. As they grew, they lacked basic support tooling, which led to dropped messages, an inability to track SLAs, and no metrics on support performance. Their data was also not syncing to Salesforce, preventing them from running important RevOps workflows.

By implementing Pylon, OneSchema gained a unified platform to manage all customer communication. The solution provided them with support features like issue assignment and SLA alerts, the ability to broadcast product updates at scale, and complete support metrics. Crucially, Pylon automatically syncs activity data to Salesforce, enabling vital RevOps alerts and workflows and allowing the support team to operate entirely out of the platform.

OneSchema