"Working with Dataland has been nothing short of phenomenal. We just acquired a competitor earlier this year with its own data systems and software. The Dataland team has taken all of our combined, complex data to create a tool that enables our reps, broader CX org, and whole company to answer data questions on their own.Dataland has sped up my support team’s case handling by 4x, and we feel so much better about heading into our support’s peak season this year."
Jeff DeistSenior Director of Support, Sendoso
Overview
Founded in 2016, Sendoso is the leading Sending Platform. The company offers the most comprehensive end-to-end gifting platform in the market, boasting 800+ customers like Meta, Adobe, and Comcast. Sendoso has raised $150M to date and is backed by the Softbank Vision Fund and Craft Ventures.
Dataland worked with Sendoso to deliver a one-stop-shop for data for their CX and operations teams. Within a 2 week proof-of-concept period, Sendoso customer support reps were able to use Dataland to gather all relevant data about a customer situation in one place, without having to open 5+ tabs to check different systems. The result? Support specialists went from 3 cases to 12 cases solved per hour – a 4x increase in efficiency.
The problem
From the beginning, the Dataland team joked that Sendoso felt like “three businesses in one”. Sendoso offers an enterprise-grade B2B SaaS platform where customers can define gifting campaigns that are integrated with their CRMs. Sendoso also handles global fulfillment and operates its own physical warehouses, and even acquired a competitor B2B gifting platform (Alyce) in early 2024.
Sendoso’s support team is known for being world-class in their industry, boasting ~60 second customer response times. But, the support “surface area” that the customer support rep is expected to handle is… pretty large. A sender could ask about the status of 10 gifts that are getting shipped all around the world via different carriers. A customer of the acquired co. could ask Sendoso for how to migrate their existing teams / campaigns over to the Sendoso platform.
Each time a customer wrote into chat with an issue, a support rep would have to pull up many internal systems (Metabase dashboards, internal admin panels, logging into various fulfillment SaaS systems), just to gather the right information. This process was painful and repetitive – and ultimately led to customers having to wait longer for resolution over chat (or at times - switched to email).
The solution
Dataland is the all-in-one data platform designed specifically for non-technical teams, like Sendoso's customer support and success teams.
First, Sendoso used Dataland to integrate four different production databases and data sources (MySQL, Postgres, Zendesk) into one place, and built key datasets of the core entities of the Sendoso business - like gifts, teams, users, and gift campaigns. Critically, Dataland's data pipelines generated these consolidated datasets in real-time, with the sub-minute latency needed to serve time-sensitive customer support use cases.
The Dataland platform then could empower non-technical teams with self-service tools:
- Global Search: A support rep could now do full-text searches on all data sources at once to find occurrences of a customer name being associated with gifts, users, campaigns, billing transactions, and event logs
- AI Assistant for reporting / analysis: Without needing to know SQL, support reps could solve complex reporting needs by asking the AI Assistant to perform filters, sorts, pivots, and calculations
- See 360-degree details and related data: Dataland surfaces related data relevant to a customer or a gift into one view, so it's easy for a rep to get the "360-degree view" of a situation
Underlying all of this is Dataland's state-of-the-art data infrastructure, which makes data loading and full-text searches extremely fast, even on billions of rows of data.
The impact
Specialists saw an increase from 3 cases completed per hour to 12 per hour on average, creating capacity for quicker customer outcomes (with cost savings north of six figures annually).
"I did 18 support cases this morning alone using Dataland. Normally this is a workload for 2-3 days. Dataland makes the difference between responding live on chat vs. telling them to wait over email."Laura Viola, Customer Support Manager
"I've had cases where I've had to pull details for 50-200 orders, and I've had to step away from chat for an hour just to get all of those pulled up, one at a time in 4 different systems. With Dataland, I can do all of that in seconds. It makes my life so much easier."Amika Foster, Senior Customer Support Specialist
Specialists could also pull in real time data for complex chats/email cases, eliminating downtime of agent, and the need for multiple threads to resolve a customer issue.
"Dataland makes data not just a data analyst thing, but something that anyone can do. I'm so glad about where we are with Dataland. I don't even want our new support rep to touch Metabase since it's such a pain."Will Swatman, Head of Customer Experience, EMEA
Because of Jeff and the support team’s vision to adopt this all-in-on data tool, they've been able to increase Sendoso’s speed of service, produce key data without multiple complicated systems, and create wins for our customers by unifying our data points in an easy to use system.
"Dataland brings all our data sources into one lightning quick system that is easy to use in a cloud-based service, that enables users to find answers and data within seconds to minutes rather than hours to days. It has enhanced the connectivity, accuracy, and overall efficiency of our teams."Jeff Deist, Senior Director of Support
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