Case Study: Hudl achieves faster customer support responses with Zapier

Hudl cuts response time 21.5% with Zapier

Hudl, a provider of performance analysis technology for sports, faced a challenge where customer support requests were manually transferred between various software tools. This process led to errors, poor communication, and significant delays in response times. To address this, they turned to Zapier's automation platform to create a more seamless customer experience.

The solution implemented through Zapier was a multi-step automation, or "Zap," that triggered whenever a new support form was submitted. This Zap automatically created a new case in Salesforce, added a row to a Google Sheet for tracking, and intelligently routed the request based on the form responses. The results for Hudl were substantial: over 10,000 manual tasks were automated in two months, saving an estimated $15,000 per year. Most notably, the automation decreased response times by 21.5%, bringing them down from over 24 hours to just a few hours.

Hudl