Case Study: eSyncTraining achieves faster response times, quicker resolutions, and improved self‑service with TeamSupport

Custom developer cuts response times, speeds resolution, and improves self-service options

eSyncTraining, a premier Adobe Connect development partner, faced mounting customer support problems after hiring Nick Toone as Director of Customer Success: slow response times, poor visibility into customer activity, ineffective search and reporting, limited SLA options, and unusable Salesforce and Jira integrations that made routing and developer handoffs difficult—especially with an offshore engineering team.

Implementing TeamSupport gave them customizable SLAs, deep Jira and Salesforce integrations, conditional custom fields, a Customer Hub and Knowledge Base, automated reports, and a Customer Distress Index. The result was dramatically faster response and resolution times, fewer escalation calls, real‑time customer tracking and self‑service, streamlined developer handoffs, and saved hours for managers—delivering the visibility and automation they needed.

eSyncTraining

Nick Toone

Director of Customer Success