Customer Stories
December 31, 2019

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

Learn about the success of Strava’s IT team and how they were able to increase their team's productivity, change their internal ticketing communication behavior, and track all of their requests by using Halp as their stand-alone ticketing system.

Headquartered in San Francisco, with offices in Denver, Hanover, and the UK, Strava is a leading social fitness network primarily used to track cycling and running exercises using GPS data. Designed by athletes for athletes, Strava's mobile app and website connect millions of runners and cyclists through the sports they love. Strava’s IT team heavily relies on streamlined processes and efficiency to deliver great service.

Solution

Halp played a significant role in improving our IT ticketing by increasing our first response times by 89%, and resolution times by 91%.

Ronen Sberlo - Strava IT Lead

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.

Because only about a third of Strava employees actually followed their previous ticket request protocol, the IT team often manually created tickets themselves in order to track and work on requests, resulting in substantially more work.

For the tickets that were tracked, Strava’s IT team had an average first response time of two hours and 20 minutes, and a 25-hour resolution time. This lag created frustration and often resulted in problems like stakeholders resubmitting tickets, or following up tickets with slack messages, causing confusion and extra work for the IT team.

Strava’s previous process of directing IT requests to an external system outside of Slack resulted in many requests not being submitted properly, frustrating employees and adding work for the IT team.

Thanks to Halp, the percentage of Strava’s untracked tickets is now close to zero.

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.

The easiest IT ticketing we'd ever used.

Ronen Sberlo - Strava IT Lead

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.

“Halp’s customer support and developer teams were very responsive to suggestions or requests, fixed issues quickly, and shared a Slack channel with (our team),” Sberlo said.

“We liked the Halp Team. From the beginning Halp was also the easiest IT ticketing we’d ever used,” said Sberlo. Strava’s IT team recommended Halp to other teams within the company that were overloaded with direct messages, recognizing that they too could benefit from Halp’s conversational ticketing solution. As Strava’s adoption of Halp grew from a handful of users on the IT team to multiple teams and people within the company, the team reported that Halp has been a critical asset in improving company-wide internal request behavior.

Strava is now using Halp across multiple teams including IT, HR and others. As a company that is used to rapid growth, Strava has leveraged Halp to help them scale. Strava is now exploring using Halp as a wall-to-wall system for teams outside of operations, including using Halp for managing engineering requests from other departments.

It’s very important for us to keep an open relationship with our employees and remove barriers to reaching support.

Ronen Sberlo - Strava IT Lead

Results of Using Halp

✅  🕰 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.

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