Case Study: Asana achieves scalable, efficient customer support and unified customer visibility with Salesforce (Desk.com)

Customer visibility keeps everyone on the same page

Asana is a work-management platform used by teams at companies like Uber, Dropbox, and Pinterest. As the company scaled, its customer-success team needed a way to keep everyone focused on customers — avoiding siloed data and clunky tools — while managing multichannel support and rapidly growing volumes of requests.

Asana implemented Desk.com (Salesforce) to unify email, web, Twitter, and Facebook support, onboard staff quickly, and update workflows on the fly. The result was faster, more efficient support during rapid growth, greater transparency across the company, and a steady stream of customer insights that inform the product roadmap and help deliver consistently better customer experiences.

Asana

Brian Boroff

Head Of Customer Success & User Operations