Unifying global support under one roof.
How Finovate Europe unified its multi-country support team, reduced back-and-forth by 60%, and boosted client satisfaction — all through Relay.
How Finovate Europe unified its multi-country support team, reduced back-and-forth by 60%, and boosted client satisfaction — all through Relay.
“Relay helped us reduce tool fatigue and streamline client conversations across regions. Our team’s productivity skyrocketed.”
Finovate Europe is a financial analytics company serving institutional clients across five European countries. With a distributed team and clients in multiple time zones, maintaining consistent, high-quality support became a daily challenge. Each regional team used its own mix of tools, which led to slow escalations, lost messages, and inconsistent client experiences.
“When teams are siloed across tools and time zones, even simple questions can take days to resolve. We knew it was time to centralize our operations.”
— Isabelle Meyer, Head of Customer Success
Support reps were juggling between CRMs, shared inboxes, and messaging apps — none of which talked to each other. Internal handovers across teams in Germany, France, and the UK required manual updates, and information was often repeated or missed. The client experience was inconsistent, and SLAs were becoming harder to meet.
“Clients would email three different addresses and get three different answers. It wasn’t scalable, and it wasn’t professional.”
— Isabelle Meyer
Finovate rolled out Relay across all regional teams to create a single, centralized support experience. Relay’s shared inbox and smart routing allowed every message — whether from email, chat, or form — to land in the right hands, with context intact. Teams now collaborate within Relay in real time, and custom workflows reflect each region’s language, SLAs, and handoff procedures.
“Relay gave us a single source of truth. Suddenly everyone had the same context, and we weren’t guessing anymore.”
— Isabelle Meyer
Relay transformed Finovate’s support ecosystem:
“We didn’t just fix delays — we created a more cohesive client experience. Our enterprise clients noticed the difference within weeks.”
— Isabelle Meyer
Finovate plans to leverage Relay’s analytics and tagging to refine self-service documentation and identify recurring pain points across regions. They're also exploring Relay’s API to integrate it with their internal data warehouse for deeper customer insights.
“Relay is more than a support tool now — it’s a strategic part of our customer operations.”
— Isabelle Meyer
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