From scattered conversations to calm, coordinated support.

AeroStack Technologies is a B2B logistics SaaS company helping enterprises track and manage their supply chain data in real time. As the company scaled, customer queries and technical issues flooded in faster than their support structure could handle. Communication breakdowns between support agents and engineering were beginning to hurt response times — and customer satisfaction.

“We needed something that could unite our internal teams without adding another layer of complexity. Relay was that solution.”
— James Whitaker, CEO of AeroStack Technologies

🔍 The Challenge

AeroStack’s support tickets came through various channels — live chat, email, and feedback forms — with no unified system to track, tag, or escalate issues. Slack was used for internal collaboration, but lacked the visibility and structure needed to manage customer support efficiently.

“Bug reports would sit in Slack threads for days. No one knew who was owning what. Our engineers were in the dark, and our support agents were overwhelmed.”
— James Whitaker

✅ The Solution

Relay was introduced as the central hub for AeroStack’s support operations. By integrating seamlessly with Slack and GitHub, it allowed agents to loop in engineers with full context and zero redundancy. Relay’s customizable workflows and role-based permissions meant every support request reached the right person fast — whether it was product-related or a billing question.

“The first week with Relay was eye-opening. Our support agents immediately had more clarity, and engineers appreciated not being tagged randomly.”
— James Whitaker

📈 The Results

Relay helped AeroStack reshape its entire approach to customer support:

• 🔄 50% reduction in resolution times
• 📥 One inbox for all support conversations, across channels
• 🤝 Improved collaboration between support and product teams
• 📊 Better customer satisfaction scores within the first quarter

“Relay didn’t just save us time — it helped us build trust with our customers. That’s hard to quantify, but easy to feel.”
— James Whitaker

💬 What’s Next

AeroStack plans to expand Relay’s use across customer onboarding and success teams. They’re currently testing Relay’s analytics dashboard to better track team performance and customer trends over time.

“Relay is becoming our customer command center. We're just scratching the surface.”
— James Whitaker