Case Study: 6Connex improves customer support and self-service with Refined

How the 6Connex Customer Success Portal keeps virtual events running trouble-free

6Connex, a provider of a cloud-based virtual event platform, needed to ensure its clients received top-notch support for their high-stakes online events. The challenge was to provide immediate, easily accessible help and self-service documentation that reflected the 6Connex brand, moving beyond the limited native interface of their existing tools. They turned to vendor Refined to build a customized Customer Success Portal using Refined Sites for Jira Service Management and Confluence.

By implementing a Refined Sites portal, 6Connex created a branded one-stop shop for support and self-help documentation. The solution provided a single source of truth for clients and partners, leading to a dramatic reduction in support requests for non-technical issues and a significant increase in self-help activity. The results were highly measurable: the support team resolved over 6,500 requests and maintained a 98% customer satisfaction rate while hitting SLAs 99% of the time, with Refined being a key factor in this industry-leading success.

6Connex

Michael Chance

Customer Experience Manager