Nimbus Cloud Resolves Support Tickets 55% Faster
How a 20-person cloud SaaS company replaced three enterprise tools with one platform — and dramatically improved their customer support speed.
The Challenge
Nimbus Cloud sold a B2B infrastructure platform to 200+ customers. Salesforce handled the sales pipeline, Zendesk managed support tickets, and Jira tracked engineering bugs and feature requests. When a support ticket required an engineering fix, it had to be manually recreated in Jira, with updates copy-pasted back to Zendesk.
Customer success had no visibility into engineering timelines, and sales reps couldn't see open support issues before renewal calls. The three-tool stack created information silos that slowed everything down.
- Bug reports manually duplicated between Zendesk and Jira
- Sales reps blind to open support issues during renewal conversations
- Customer success couldn't see engineering fix timelines
- Three separate per-seat licenses adding up to $2K+/month
The Solution
Nimbus migrated all three tools to Dewx in five weeks, creating a unified customer view that connected sales, support, and engineering in one platform.
GTM Hub — Sales Pipeline
Track deals from prospect to close with full visibility into each account's support health and feature requests.
CX Hub — Unified Support
Support tickets, bug reports, and feature requests in one system with direct engineering escalation workflow.
CX Hub — Engineering Tasks
Bug fixes and feature development tracked alongside support tickets with automatic status sync to customers.
Dew AI — Ticket Triage
AI-powered ticket categorization, priority scoring, and suggested responses from knowledge base content.
The Results
55%
Faster average ticket resolution
95%
Customer satisfaction score
$2K
Monthly tool cost savings
3 → 1
Tools consolidated into Dewx
Timeline
Migrated sales pipeline from Salesforce; configured GTM Hub with account health scoring.
Migrated support tickets from Zendesk; built CX Hub escalation workflows to engineering.
Migrated engineering tasks from Jira; linked bug fixes to support tickets with auto-sync.
Full team onboarding; activated Dew AI for ticket triage and response suggestions.
Ticket resolution 55% faster; CSAT at 95%; $2K/month saved on tool licenses.
“Support, engineering, and sales used to operate in completely different worlds. Now when a bug is fixed, the customer gets notified automatically and the sales rep sees it before their renewal call. Resolution is 55% faster.”
Features That Made the Difference
Unified Support Desk
Tickets, bugs, and features in one connected system.
Engineering Escalation
Direct ticket-to-task workflow with automatic status sync.
AI Ticket Triage
Auto-categorize, prioritize, and suggest responses.
Account Health Scoring
See support health alongside pipeline and renewal data.
Renewal Intelligence
Flag at-risk accounts before renewal conversations.
Cross-Team Visibility
Sales, support, and engineering see the full customer picture.
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