Case Study: Domain achieves 6x faster support with Slack

6x faster support Emoji-triggered Slack workflows at Domain

Domain, a leading Australian property marketplace, needed a better way to streamline fragmented communication and support processes as the company grew and went public. Before using Slack, teams were juggling emails and multiple platforms, which slowed collaboration and made IT support inefficient.

Slack implemented emoji-triggered workflows, integrations with tools like Jira, Okta and Salesforce, and Slack Canvas to centralize knowledge and requests. The results were dramatic: support resolution times dropped by 84% for requests and 80% for incidents, with the team handling 3,020 tickets in just over four months and becoming 6x faster at handling requests.

Domain

Gareth Bernie

Operations Support Manager