Scale-up: support tooling integrated with product data

Agents saw subscription state and usage without tab-hopping, fewer wrong answers.

17 March 2023

Sector: B2B SaaS

Focus: Systems & Integrations

Situation

Support tickets arrived without enough product context, so engineers kept getting pulled into questions Tier 1 could have answered if the data had been in the ticket.

What we focused on

  • Read models: Safe snapshots for agents, PII boundaries explicit.
  • Macros with guardrails: Approved templates with dynamic fields, no free-text chaos.
  • Feedback to product: Structured reasons for bugs and confusion, prioritised monthly.

Outcome

Lower mean time to resolution and fewer escalations that burned engineering cycles.

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