CloudPeak Software Cuts Response Times by 40%
How a 25-person B2B SaaS company replaced three disconnected tools with one platform — and dramatically improved their customer experience.
The Challenge
CloudPeak Software had grown to 500+ B2B customers, but their support experience was deteriorating. HubSpot managed the sales pipeline, Intercom handled customer chat and support tickets, and Jira tracked bugs and feature requests — three systems that created a fragmented view of each customer.
Support agents had no context about a customer's account status or recent sales conversations. Bug reports from Intercom had to be manually duplicated into Jira. And the customer success team couldn't see support history when preparing for renewal calls.
- Average first response time of 4.5 hours for support tickets
- Bug reports manually copied between Intercom and Jira
- Customer success team blind to support history during renewals
- $6,500/month across three enterprise tool subscriptions
The Solution
CloudPeak Software consolidated sales, support, and product development workflows into Dewx over four weeks, creating a unified customer record accessible to every team.
Portal — Unified Support
Chat, email, and ticket support in one inbox with full customer context from sales and product history.
GTM Hub — Sales & CS
Pipeline management and customer success workflows unified with support data for complete visibility.
CX Hub — Bug Tracking
Customer-reported issues flow directly into product boards with automatic status updates to reporters.
Dew AI — Support Assist
AI-suggested responses, knowledge base article creation, and automated ticket categorization.
The Results
40%
Faster first response times
92%
Customer satisfaction (up from 78%)
$6,500
Monthly tool cost eliminated
3 → 1
Tools consolidated into Dewx
Timeline
Migrated customer database and sales pipeline from HubSpot; unified contact records.
Moved support inbox from Intercom to Portal; configured AI-assisted responses and categorization.
Connected bug tracking from Jira; set up automatic customer notification on issue resolution.
Trained all teams; launched unified customer view across sales, support, and product.
“Our support team was flying blind — they couldn't see sales context, and our CS team couldn't see support history. Dewx gave everyone one view of every customer. Response times dropped 40%, CSAT jumped to 92%, and we saved $6,500 a month.”
Features That Made the Difference
Unified Support Inbox
Chat, email, and tickets in one view.
Customer 360 View
Sales, support, and product data unified.
Bug-to-Board Pipeline
Customer issues flow directly to product boards.
AI Support Assist
Suggested responses and auto-categorization.
Customer Health Scores
Identify at-risk accounts before churn.
Renewal Management
Track renewals with full engagement context.
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