Overview

Customer support teams integrated Lancey to automatically convert bug reports into actionable engineering tasks, dramatically improving response times and customer satisfaction.

The biggest pain point was the disconnect between support and engineering teams, with tickets often sitting unresolved for days while waiting for engineering resources.

The Challenge

Our support team was facing mounting pressure:

• •Slow Response Times: Customers waiting days for bug fixes
• •Limited Visibility: No way to track engineering progress on tickets
• •Frustrated Customers: Receiving workarounds instead of real solutions
• •Overwhelmed Support Agents: Spending time on escalations instead of helping customers
• •Engineering Bottleneck: Developers couldn't prioritize support requests effectively

The Old Process

1. •Customer reports bug via support ticket
2. •Support agent tries to reproduce issue
3. •Ticket gets escalated to engineering (if lucky)
4. •Engineering team adds it to backlog
5. •Customer waits weeks or months for resolution
6. •Support provides workarounds in the meantime

The Solution

Lancey automatically analyzes support tickets, identifies bugs, and creates PR fixes that support teams can track and communicate to customers in real-time.

Automatic Ticket Analysis

Smart Classification: Lancey reads every support ticket and automatically identifies which ones contain actual bugs versus feature requests or user errors.

Impact Assessment: The system evaluates how many customers are affected and prioritizes accordingly.

Engineering Integration: Automatically creates engineering tasks with full context and customer information.

Real-time Progress Tracking

Support agents now have visibility into:

• •When a fix is being worked on
• •PR progress and testing status
• •Estimated deployment timeline
• •Exact fix details to share with customers

Customer Communication

Instead of generic "we're working on it" responses, agents can now provide:

• •Specific fix timelines
• •Links to actual PR progress
• •Technical details when appropriate
• •Proactive updates when fixes are deployed

Results & Impact

Support response times improved by 75% with customers receiving actual fixes instead of workarounds, leading to higher satisfaction scores across the board.

Key Improvements

• •75% faster response to customers
• •60% reduction in ticket volume
• •95% customer satisfaction rate
• •40% fewer escalations to engineering

Customer Feedback

"I've never experienced support like this. They actually fixed my issue in hours, not weeks!" - Enterprise Customer

"The transparency into what's being fixed and when is incredible. I can plan my work around it." - Product Manager

"Your support team feels like an extension of our engineering team now." - Technical Lead

Team Transformation

Support Team Benefits

• •More Proactive: Can reach out to customers before they even report issues
• •Better Equipped: Have technical details to provide meaningful help
• •Less Stressed: No more promising vague timelines
• •Career Growth: Learning more technical skills through PR visibility

Engineering Team Benefits

• •Better Context: Support tickets come with full customer impact analysis
• •Clearer Priorities: Automatic prioritization based on customer impact
• •Reduced Interruptions: No more constant support escalations
• •Customer Connection: Can see direct impact of their fixes

Measurable Business Impact

After 6 months:

• •Customer churn reduced 30%
• •Support team efficiency up 80%
• •Engineering velocity increased 40%
• •Customer NPS score improved from 6 to 9

The transformation has fundamentally changed how we approach customer success, turning reactive support into proactive problem-solving.