List of SupportLogic SX Platform Customers
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United States
Since 2010, our global team of researchers has been studying SupportLogic SX Platform customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased SupportLogic SX Platform for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using SupportLogic SX Platform for Customer Experience include: Informatica, a United States based Professional Services organisation with 5200 employees and revenues of $1.64 billion, databricks, a United States based Professional Services organisation with 5500 employees and revenues of $1.60 billion, Gainsight, a United States based Professional Services organisation with 1200 employees and revenues of $230.0 million and many others.
Contact us if you need a completed and verified list of companies using SupportLogic SX Platform, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The SupportLogic SX Platform customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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databricks | Professional Services | 5500 | $1.6B | United States | SupportLogic | SupportLogic SX Platform | Customer Experience | 2023 | n/a |
In 2023, Databricks implemented the SupportLogic SX Platform to enhance Customer Experience within its Customer Support/CRM function. The deployment targeted case-level analytics and proactive case intervention across the support organization and is tied to timelines described in the published case study and related 2023 product announcements.
Databricks deployed the Customer Management module of the SupportLogic SX Platform, configuring the module to analyze both structured and unstructured support data to surface risk signals and enable proactive case intervention. Implementation work emphasized agent-facing insights and prioritized case workflows to drive faster triage and escalation decisions.
Operational coverage focused on the support organization and CRM processes, with the SupportLogic SX Platform embedded into case handling workflows described in the case study. The implementation centralized analytics for incoming cases and guided agent workflow decisions within Customer Support and CRM business functions.
Governance and process changes included embedding proactive intervention workflows and updating case review governance to act on platform signals. According to the case study, the SupportLogic SX Platform improved direct CSAT by 20 percent and reduced SLA misses by 40 percent, outcomes attributed to use of the Customer Management module and the platform's analytics-driven case orchestration.
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Gainsight | Professional Services | 1200 | $230M | United States | SupportLogic | SupportLogic SX Platform | Customer Experience | 2023 | n/a |
In 2023, Gainsight deployed SupportLogic SX Platform to automate case assignment and surface sentiment signals within its Customer Experience operations. The deployment targeted Customer Support and Customer Success teams across the United States, leveraging the SupportLogic SX Platform Core SX capabilities to centralize signal ingestion and assignment automation.
The implementation concentrated on sentiment analysis and auto-assignment modules, configuring automated routing rules and alerting that execute hundreds of case assignments per week. SupportLogic SX Platform sentiment outputs were routed to frontline managers and into product and onboarding team workflows to surface trends and prioritize follow up, an arrangement cited as improving manager productivity.
Gainsight reported a roughly 50 percent reduction in response times and the automation of hundreds of case assignments per week as explicit results of the rollout. Operational governance incorporated the new automated assignment workflow into existing support and success processes, with surfaced sentiment and routing insights feeding product and onboarding teams for downstream action.
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Informatica | Professional Services | 5200 | $1.6B | United States | SupportLogic | SupportLogic SX Platform | Customer Experience | 2023 | n/a |
In 2023, Informatica implemented SupportLogic SX Platform to scale voice of customer and sentiment analysis across its support organization, targeting Customer Experience improvements in Customer Support and Support Operations. The deployment centered on surfacing customer sentiment and escalation risk to drive faster case triage and more proactive support workflows.
SupportLogic SX Platform was configured to deliver voice of customer analytics, automated sentiment scoring, and prioritized case triage workflows. Configuration included real time dashboards and alerting to surface at risk cases and agent facing insights to accelerate initial response and routing.
The rollout covered Informatica's Support Operations and Customer Support teams, with implementation focused on ingesting support case signals and agent interactions to inform operational triage. No specific third party system integrations are disclosed in the source, the implementation emphasized using case and interaction data to drive insights for support engineers and triage staff.
Informatica completed the initial implementation in approximately 45 days and reported an 18% reduction in escalations and faster case triage after deployment. Governance for the program established a phased expansion, with plans to extend SupportLogic SX Platform into case assignment and engineer workflows to broaden automated workflow support and signal driven decision making.
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