DataFlow Achieves 60% Faster Support Resolution
How an 18-person analytics SaaS company replaced two heavyweight platforms with one system — and slashed support resolution time while scaling their customer base.
The Challenge
DataFlow provided analytics dashboards to 400+ B2B customers, but their support and sales operations ran on separate platforms. Salesforce handled the sales pipeline while Zendesk managed support tickets — and the two systems didn't share context.
Support agents had no visibility into a customer's account health or contract status. Sales reps couldn't see open support tickets during renewal calls. The result: slow support, missed upsell opportunities, and climbing churn.
- Support agents lacking context on customer account status
- Sales reps blind to open support issues during renewals
- Average resolution time of 48 hours driving churn
- $15K/month spent on Salesforce + Zendesk licenses
The Solution
DataFlow migrated to Dewx in three weeks, unifying their sales pipeline and support operations so every team member has full customer context at their fingertips.
CX Hub — Support Tickets
Unified support inbox with full customer history, contract status, and usage data visible on every ticket.
GTM Hub — Sales Pipeline
Pipeline management with automatic health scoring tied to support metrics and product usage.
OPS Hub — Subscription Billing
Automated billing, renewal tracking, and revenue recognition tied to customer lifecycle.
Dew AI — Support Assist
AI-suggested responses based on ticket context, knowledge base, and similar resolved issues.
The Results
60%
Faster support resolution
25%
Reduction in churn rate
$15K
Monthly savings on tools
2 → 1
Tools consolidated into Dewx
Timeline
Migrated customer data and configured CX Hub support workflows with automated ticket routing and SLAs.
Set up GTM Hub sales pipeline with health scoring and renewal automation.
Launched OPS Hub billing, Dew AI support assist, and trained the full team.
Support resolution time dropped from 48 hours to under 19 hours; churn declined 25%.
“Our support team used to ask customers to repeat their story because they couldn't see the sales context. Now every agent sees the full picture — contract, usage, history — before they even reply. Resolution time dropped 60% and churn followed.”
Features That Made the Difference
Contextual Support
Full customer history visible on every support ticket.
Health Scoring
Automatic account health based on usage and support patterns.
Renewal Automation
Proactive renewal workflows triggered by contract dates.
AI Response Suggestions
Context-aware reply drafts from knowledge base and history.
Revenue Dashboard
MRR, churn, and expansion revenue tracked in real time.
Team Analytics
Support metrics and sales performance per team member.
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