Case Study: Plaid resolves support tickets 80% faster with Retool

Key results

The challenge

Plaid's customer support team, serving connections to more than 11,000 financial institutions, relied on manual processes and slow internal tooling to resolve support tickets.

The solution

The support team adopted Retool to build internal support tools and workflows with pre-built integrations to systems such as Jira and Zendesk, letting non-specialist builders create tooling quickly.

The results, in context

Retool-built support tooling improved average ticket resolution time by 80%, with roughly ten app builders creating workflows across the organization.

Products used