For a rapidly growing startup, the right tools can make all the difference. For Salesforge, a sales automation powerhouse, their previous customer communication platform was becoming a bottleneck. High costs per user, unreliable notifications, and a fragmented approach to feedback were holding them back. This is the story of how Salesforge transitioned to Gleap, not just to cut costs, but to build a more efficient, collaborative, and scalable customer support ecosystem.

The Challenge: Growing Pains and Communication Gaps

Salesforge was expanding at an incredible pace, growing from 10 to 40 employees in a short time. Their previous tool, came with a hefty price tag for each new user, making it unsustainable for a company that needed its entire team—from support to developers—to have visibility into customer interactions.

But the challenges went beyond just cost. The biggest issue was unreliable communication. "Our old tool didnt always send emails to users," explains Pratham "Patrick" Mittal, a key member of the Salesforge team. If a customer wasn't actively on the platform, they would miss crucial updates and answers to their queries. This led to significant delays in resolving issues. "It was like taking too much time to solve any issues" says Patrick.

The key challenges were:

• Per-Seat Pricing: The cost of adding new users was prohibitive, preventing a truly collaborative environment.
• Unreliable Notifications: Customers were not consistently notified of new messages, leading to frustrating delays and a slower resolution time.
• Fragmented Tools: The team had to use a separate software just to collect and manage feature requests, adding another layer of complexity.
• Lack of Customization: Notification settings were all-or-nothing, leading to a noisy and inefficient experience for the team.

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The Search for a Unified and Reliable Solution

The Salesforge team knew they needed a platform that was not only cost-effective but also reliable and user-friendly for both their team and their diverse customer base. They needed a solution that would feel familiar to their users while offering more advanced features for their team.

The decision to choose Gleap was based on three main concerns:

1. Cost-Effectiveness and Scalability: Gleap's pricing model allowed them to invite the entire company without worrying about per-seat costs. "Gleap gave us option to have one package and in one package we invite how many users they want," Patrick notes. This brought developers, sales, and customer success into the conversation, eliminating miscommunication.
2. Seamless User Experience: Gleap's interface was very similar to Salesforge's old tool, ensuring a smooth and easy transition for their customers. "For our user end it was not that much difference," says Patrick.
3. Reliability and Trust: Gleap's reputation as a reliable and established platform gave Salesforge the confidence they needed to make the switch.

Implementation and Results: A Swift Transition to Greater Efficiency

The implementation of Gleap was incredibly fast and efficient. "Implementation was super quick and frictionless," recalls Patrick. With Gleap's built-in tools, they were able to import all their help center articles and contacts in just 15 to 20 minutes. The entire setup took less than a day.

The results were immediate and impactful:

• Improved SLA: With reliable notifications for both the team and customers, Salesforge was finally able to consistently meet their under-two-minute SLA.
• Increased Team Efficiency: By consolidating their tools into one platform, the team saved significant time. "Because everything is in the Gleap itself, so we are able to manage everything at one place," Patrick explains.
• Enhanced Team Performance and Motivation: Gleap's reporting features provided clear insights into team performance, fostering a healthy sense of competition and motivation. "We are much more able to meet our KPIs and improve our KPIs, which we were not doing before," he adds.

"Gleap has everything in one place; that is the biggest benefit," says Patrick.

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Key Features Powering Salesforge's Success

Salesforge leverages a variety of Gleap's features to drive its success:

• Unified Inbox and Help Center: The core of their support operations, handling 60-70 tickets daily and providing a robust self-service option for users.
• Roadmap and Feature Requests: They eliminated the need for a separate tool by using Gleap to collect and manage all feature requests in one place.
• News and Outreach: Salesforge uses the news tab and message outreach to keep customers informed about the new features they release every week.
• Slack Integration: The entire company stays connected and can jump into important conversations directly from Slack, ensuring no ticket goes unnoticed.

With Gleap, Salesforge has not only solved its immediate challenges but has also laid the foundation for future growth. They have a platform that can scale with them, a team that is more connected and efficient than ever before, and a customer base that is better supported and more engaged.

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