How Strava improved its ticketing resolution time by 91% with Halp

The search for a better ticketing solution

Before Halp, Strava’s IT team was challenged with managing ticketing through a web-based portal. According to Strava IT Lead Ronen Sberlo, this was a time-consuming process that frequently resulted in productivity loss and less-than-ideal response times.

A need for a better internal request tracking system

In the past, Strava’s IT team experienced a high volume of direct message Slack requests, without a system to track and manage the requests. Strava team members would submit requests via Slack messages in a #it-support Slack channel and through direct messages, but these weren’t being automatically funneled to a system where the IT team could resolve them efficiently. Sblerlo estimated that because of this, nearly 75% of their requests went untracked.

“Before Halp, our team was continuously asking people to go the webform and ‘submit a ticket,’ but only 30% of IT requests actually went through the proper channel. People just didn’t bother filling out a form on the web, and would often drop the request entirely. We didn’t feel like we were able to provide the level of service we wanted,” said Sberlo.

Breaking down internal barriers and rapidly resolving tickets with Halp

Strava chose Halp to improve Strava’s IT ticketing process because of its light lift to set up, easy end-user adoption, as well as its seamless integration with Slack, a platform their company already used and loved.

 Halp checked all of Strava’s boxes for a ticketing solution built for teams that work in Slack. With Halp’s Zendesk integration, Strava wouldn’t have to lose any of their data. It didn’t take long for the Strava team to recognize the value of using Halp, and they soon transitioned to using it as their standalone ticketing system. Halp’s partnership and dedication to customer success played a big role in this decision.

Improving first response and resolution time by 89%

Over their first six months using Halp, Strava’s response and resolution times have had an average first response time of 15 minutes, and an average resolution time of two hours and seven minutes. This represents an 89% improvement in first response time and a 91% improvement in resolution time.

Improving tracking by 90%

Strava has also experienced a 90% improvement in the number of internal requests they are able to track. This isn’t because the number of requests has gone up, it is because they brought the ticketing system to where the users are, resulting in much higher engagement with the internal ticketing system.

Life after Halp

Strava’s IT Team said that using Halp internally as their stand-alone ticketing system has made a big impact on their success. As a company Strava is now able to use /halp to submit all of their requests. Whenever Strava’s IT team does receive a direct message request in Slack, they simply react with an emoji and create a ticket from their comment.

“It’s very important for us to keep an open relationship with our employees and remove barriers to reaching IT,” said Sberlo. “In addition, we don’t want our employees feeling like their problems are being answered by some automated back-end process. With Halp, they feel they are interacting with people who care.”

With Halp, Strava has improved relationships among their internal employee stakeholders, through a process that improves efficiency and makes it easier to deliver great service.

Taking IT ticketing to the next level with Halp

Thanks to Halp, Strava’s IT team has increased the number of incoming tickets over direct requests submitted. They now have a system where they can track, follow up, assign, and handoff incoming requests, increasing the rate and efficiency of responses. With Halp, Strava’s IT team is truly living their company value of “elevating others” while having more time for things that truly matter – such as more time spent engaging with their global community through an epic ride or run.

About Strava

Strava is the social network for athletes. As the platform at the center of connected fitness, Strava’s mobile apps and website connect millions of active people every day. All athletes belong on Strava, no matter where they live, which sport they love or what device they use. Join the community at strava.com.