Case Study: Iress (financial services software company) resolves customer issues four times faster with Slack

How Iress solves customer issues 4 times faster with Slack

Iress, an Australia‑based software provider for the financial services industry serving over 500,000 users and 9,000 businesses with nearly 2,000 employees across 19 offices, faced fragmented internal communication and slow customer‑support workflows. Reliant on email and multiple siloed tools, teams experienced missed messages, heavy context switching and lengthy resolution times for complex client issues.

Iress adopted Slack companywide, consolidating work in channels, integrating key tools (Google Drive, Zoom, Jira, GitHub, Confluence) and building a custom Alfred bot to log and update service tickets. That shift enabled real‑time collaboration with internal experts and clients, cut average response time for complex issues from eight days to two, reduced the support‑ticket backlog by 64% (hundreds of tickets), and left 62% of employees feeling more connected within four months.

IRESS

Andrew Walsh

Chief Executive Officer