Case Study: Databricks Reduces SLA Misses by 40% with SupportLogic

Databricks reduces SLA misses by 40% with SupportLogic

Databricks, a company that simplifies data and AI for over 5,000 global organizations, faced the challenge of scaling its reactive customer support to proactively identify urgent customer concerns in real-time. Relying on backward-looking survey analysis led to delays in addressing issues. To solve this, Databricks partnered with vendor SupportLogic to implement its SX platform and Customer Management Module to analyze both structured and unstructured support data.

By leveraging SupportLogic's AI and natural language processing, Databricks gained real-time insights into customer sentiment and trends, enabling proactive interventions. This solution from SupportLogic resulted in a 20% increase in direct CSAT, a 9% increase in partner CSAT, and a 40% reduction in SLA misses, transforming their customer support into a proactive operation.

Databricks