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 a challenge in its customer support operations. As it scaled, its reactive approach relying on surveys meant it was missing urgent customer concerns in real-time. Databricks partnered with vendor SupportLogic to leverage its AI-based platform, SupportLogic SX, to analyze data and identify critical issues proactively.

By implementing SupportLogic SX, Databricks gained a panoramic view of customer insights, allowing for more intelligent case assignment and timely interventions. The solution from SupportLogic enabled a proactive support approach, which resulted in a 20% increase in direct CSAT, a 9% increase in partner CSAT, and a 40% reduction in SLA misses.

Databricks