Case Study: Plaid achieves faster SLA tracking with Replit

How Plaid Built a Production SLA Dashboard with Replit Agent

Plaid, a company focused on democratizing financial services, faced a highly manual and time-consuming monthly process for tracking contractual SLA commitments for its support packages. Their organizational development manager, Natalie Mercuri, needed to generate extensive reports and answer frequent internal questions about uptime and performance, which created significant operational friction. To address this challenge, they turned to the vendor Replit.

Using Replit, Plaid built a comprehensive internal SLA dashboard during a two-hour hackathon. The solution centralized key metrics, enhanced support ticket views, and provided package-specific uptime data. This implementation by Replit saved an estimated 96 hours annually, made data access 10 times faster, and empowered internal teams with self-service information, dramatically reducing manual work and unnecessary back-and-forth.

Plaid

Natalie Mercuri

Organizational Development Manager