Story behind the number

Support built around the customer

55%

The work, in motionWorkflow illustration

Product-specific tools and repeated issues fragmented the support experience.

Reduced motion · choose a chapter to explore

My contribution

I contributed to cross-product support unification and led product work on AI-assisted automation, self-service, reusable resolution patterns and clearer case routing, preserving human escalation paths.

Results & context

Support unification, self-service and automation contributed to the reported 55% reduction in support-ticket rate.

Support systems: 3Salesforce · Freshdesk · ServiceNow
Product experiences: 4Involve · AR · AP · Impress

Indexed illustration · baseline = 100

For a consistent ticket-rate definition and exposure basis, a 55% reduction is equivalent to an index moving from 100 to 45.

Baseline index: 100
Equivalent index: 45

(100 − 45) / 100 = 55%

The decision & trade-off

Use the existing Salesforce customer-data foundation for common support workflows. Standardize repeatable work while retaining product-specific expertise and routing ambiguous or higher-risk cases to people.

Cross-product operations · Self-service design · AI-assisted workflows · Human escalation