The Challenge

Lendio's lean IT team of just three system administrators supports over 300 employees across the company. They had been using Zendesk, but found limitations in integration with Slack, their primary communication tool.

"Everyone just goes through Slack. They won't send emails or submit tickets any other way," said Troy Grassley, a system administrator at Lendio.

In addition to IT support, the team inherited an internal CRM channel for handling sales pipeline issues after another team was disbanded. With a high volume of around 500 tickets per month across IT and CRM channels, they needed a highly efficient Slack-based solution.

The Solution

After evaluating alternatives like Thena and ClearFeed, Lendio chose Foqal as their Slack-integrated conversational ticketing solution. The seamless Slack experience and the automated in-channel communication capabilities were key decision factors.

"For internal support with a Slack channel, Foqal is the best thing you can get," explained Grassley. "It's a way to comfort your users while being as efficient and fast as possible."

The Results

With ticket volumes increasing by fivefold (from 100 to 500 tickets per month) with the addition of the internal CRM channel requests, the team was able to maintain a blazing two-minute first response time on tickets by leveraging Foqal's automations and Slack-native approach.

Additionally, their customer satisfaction rating reached 100% 5 stars based on the Foqal thumbs-up feedback.

The need to streamline work and effort is universal in IT support - time-saving automations from Foqal is an incredibly effective strategy. By empowering Lendio’s lean team with Slack-based automations, responsive support, and seamless integration, Foqal equipped Lendio's IT admins  to maintain high-quality service levels as work volumes dramatically increased.