Case Study: Sardine cuts first response time 90% with Pylon

Sardine cuts first response time 90% with Pylon

Sardine, a fintech company providing a real-time AI fraud, compliance, and payments platform, faced challenges supporting its high-touch enterprise B2B accounts and high-volume B2C clients. Their support operations were fragmented across multiple tools like Zendesk and Slack, lacking visibility and a unified system to scale efficiently as the company rapidly expanded.

Pylon implemented its support platform, migrating Sardine's entire operation from Zendesk in just five days. This included moving 120,000 tickets and 50+ workflows with zero downtime. The results were significant: a 90% decrease in first response time, a 35% reduction in manual support hours despite increased ticket volume, and the ability to support six times the business growth without adding headcount. Pylon unified Sardine's cross-functional teams and provided the scalable, AI-powered infrastructure needed for enterprise-ready support.

Sardine