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As the CTO of Arches, an e-commerce platform provider, Flip Sasser faced a complex web of support management issues. Their legacy system relied on cumbersome form submissions, causing delays and inefficiencies. Support staff found themselves constantly switching between multiple Slack and MS Teams instances, a juggling act that hampered productivity.
The lack of a robust escalation system led to frequent, unnecessary after-hours disruptions. "We were in two different Slack instances at all times, which required constant context switching throughout the day," Sasser explained. "We felt like we didn't have control over the escalations workflow or any approvals processes."
Adding to these challenges was the difficulty in scaling support for new clients, each with their own communication preferences. As Arches grew adding more clients, their patchwork of solutions became increasingly untenable.
Arches turned to Foqal to create a unified support management system. "Foqal was the only solution that could actually work across multiple Slack instances and platforms," Sasser noted. The implementation process, while initially challenging, was greatly facilitated by direct support from Foqal.
A key feature was the introduction of recursive escalation workflows with approval processes, addressing one of Arches' most pressing pain points.
The transformation of Arches' support operations was profound. The hub-and-spoke model significantly reduced context switching, improving response times and streamlining communication across the board.
The new system integrated seamlessly across Slack and MS Teams, featuring custom webhook capabilities for smooth connection with existing tools. At its core, Foqal's hub-and-spoke deployment model centralized communication, eliminating the need for multiple independent messaging instances.
The new intelligent escalation system ensured that only genuine emergencies disrupted after-hours staff. Sasser remarked, "Seeing an adult say, 'Absolutely not. This is ridiculous. You don't need to wake up an engineer at 7 a.m.' was really nice."
Efficiency gains were substantial, with engineering involvement in triage reduced from full-time to part-time. This allowed the team to focus on more critical tasks. Simultaneously, client confidence in Arches' support capabilities soared, thanks to tailored messaging and prompt escalation of genuine issues.
An unexpected benefit came in the form of improved insights. With all customer requests now captured in one system, Arches gained valuable metrics to further optimize their operations.
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