Case Study: Plaid Improves Ticket Resolution Time by 80% with Retool

How Plaid’s support team improved their average ticket resolution time by 80%

Plaid, the financial integration platform behind connections to 11,000+ institutions, needed a better way to support its growing customer base. Its support team was dealing with fragmented data across internal databases, logs, Zendesk, Jira, Slack, and CRM tools, making it slow and difficult to diagnose and resolve integration issues.

Using Retool, Plaid built custom support apps that unified key context into one interface, connected to existing internal systems, and added workflows like real-time health views and Jira ticket creation. Retool helped Plaid’s support team reduce average ticket resolution time by 80%, nearly double efficiency, and enable around 10 internal app builders across the company to keep improving workflows quickly.

Plaid

Chris O’Neill

Support Engineer