Case Study: D2iQ measures and optimizes support to tie interactions to revenue with Segment

How D2iQ measures and optimizes its support teams

D2iQ (formerly Mesosphere) builds DC/OS, an operating system for datacenters, and runs enterprise-grade support for large customers. As their customer base grew, support, product and revenue data lived in disparate tools and was stitched together with fragile scripts, leaving the team without reliable, maintainable insights into support costs, SLAs, and the revenue impact of customer issues.

By using Segment Sources to centralize Zendesk, Intercom, Salesforce and other data into Redshift, D2iQ can run unified analyses—calculating cost per ticket, building customer timelines, and prioritizing product fixes by number of customers and revenue impacted. The integration saved dozens of hours of manual work, enabled data-driven prioritization and hiring decisions, and made it possible to demonstrate and optimize the revenue value of support.

D2iQ

Graham Murphy

Head of Customer Operations