SaaS / Customer Support · 15 support agents
Illustrative story — names and details are representative examples, not a verified customer.
The challenge
Flowline's support team handled customers across phone, email, SMS, and WhatsApp — but in four different tools. Agents had to check four tabs to know if a customer had already called. SLA tracking was manual, done on a spreadsheet, and breaches were discovered only after they happened.
“We were managing customers across four tools and SLA tracking was a spreadsheet we updated manually. Breaches only showed up after they happened. UDBOARD puts everything in one inbox and the SLA countdown runs automatically. Breaches dropped 60% in our first month. The agents love it because they never have to switch tabs.”
How they use UDBOARD
UDBOARD unified all four channels into one inbox. Every conversation — call, SMS, WhatsApp, or ticket — is in the same feed per customer. SLA timers run automatically from the moment a ticket opens. Agents see a countdown on every ticket and get alerted before breach, not after.
The outcome
SLA breaches dropped 60% in the first month. Average first response time fell from 4.2 hours to 1.1 hours. Agent context-switching dropped to zero — one tab, one queue, all channels.
Features they use most
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