From putting out fires to preventing them.
How CraftrCloud transformed its customer support into a proactive, data-driven operation using Relay.
How CraftrCloud transformed its customer support into a proactive, data-driven operation using Relay.
“Relay helped us move from reactive to proactive support. We finally feel ahead of the curve.”
CraftrCloud is a platform for digital product teams that helps streamline deployment pipelines. They have a highly technical user base and needed a support system that could keep up. Reactive support was leading to churn — customers were encountering the same issues again and again, and no system was in place to identify trends.
“We had the data, but it was scattered. Relay helped us connect the dots.”
— Nathan Caldwell
Support agents were answering the same technical questions weekly, but without centralized insight into recurring issues. Feedback loops between support and product were slow, and the company lacked a mechanism for closing the loop with users once a fix was shipped.
“Every bug fix felt like a one-off. There was no learning, no pattern recognition.”
— Nathan Caldwell
With Relay, CraftrCloud began tagging every support ticket by topic and frequency. These tags were reviewed weekly with the product team, creating a shared feedback loop. Relay’s internal comments allowed agents to follow up directly with users once fixes were deployed.
“Relay gave us visibility and accountability. We now treat customer feedback like product data.”
— Nathan Caldwell
“Relay doesn’t just help us support customers — it helps us evolve with them.”
— Nathan Caldwell
CraftrCloud is building a customer health scoring system using Relay data, and plans to link support metrics directly to retention KPIs.
“Relay is now part of our growth strategy — not just our support strategy.”
— Nathan Caldwell
Join the companies using Relay to elevate their customer support experience.
