Breaking silos between departments, one ticket at a time.

VantageCore Solutions provides infrastructure monitoring tools for enterprise IT teams. As their user base expanded, support requests surged — and they noticed a recurring problem: no single team had the full picture. Support, sales, and product all used different tools and workflows, making collaboration slow and frustrating.

“We weren’t growing too fast — we were growing without alignment. Relay helped fix that.”
— Oliver Grant, COO

🔍 The Challenge

Customer tickets were often routed through support but required input from sales or product — causing delays, miscommunication, and repeated conversations. Each team used different platforms and had little visibility into the customer’s history or status.

“We had sales closing deals, support fixing bugs, and product releasing updates — all separately. The customer was the one connecting the dots. That wasn’t sustainable.”
— Oliver Grant

✅ The Solution

VantageCore implemented Relay to centralize all customer-facing communication. Support tickets, feature requests, and customer notes were unified under one roof. Relay’s internal notes and tagging system made it easy to loop in product managers or account executives when needed — all without switching tools.

“Relay became our shared language. Everyone’s on the same page now, and customers aren’t repeating themselves anymore.”
— Oliver Grant

📈 The Results

• 🧩 45% reduction in internal ticket escalations
• 📚 Complete customer history visible to every stakeholder
• 🧑‍🤝‍🧑 Stronger collaboration between product, support, and sales
• 🚀 Higher retention due to more consistent post-sale experiences

“Relay helped us act like one team — not three departments with different dashboards.”
— Oliver Grant

💬 What’s Next

VantageCore is rolling out Relay to its onboarding team and building a knowledge base directly connected to Relay ticket tags to reduce repetitive queries.

“Relay is growing with us — and we’re not looking back.”
— Oliver Grant

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