Case Study: Fastly achieves scalable, real-time enterprise customer support with Slack

How Fastly uses Slack to wow enterprise customers

Fastly is an edge cloud platform that delivers content and application uptime for customers like Vimeo, Pinterest and The New York Times, so 24/7 availability and rapid incident response are critical. The company needed a way to scale fast, collaborative enterprise support, coordinate cross-functional experts, and prepare proactively for high‑traffic events while keeping customers closely informed.

Fastly adopted Slack—using dedicated customer channels, an @support mention, “situation room” channels for major events, and integrations like Statuspage, Zoom and Jira—to bring product, engineering, sales and support into near‑real‑time conversations. The approach enabled faster, often proactive issue resolution, rich postmortems via channel transcripts, and closer customer partnership (reflected in >95% CSAT and a 64 NPS), making Fastly feel like an extension of its customers’ teams.

Fastly

Kim Ogletree

VP of Customer Success