Wrangle Helps The Speaker Lab Accelerate Ticket Resolutions by 99%

MEET THE SPEAKER LAB

The Speaker Lab gives burgeoning public speakers clarity, confidence, and a proven path for creating the most significant possible impact for their audiences by delivering self-paced and live courses, all based on their proprietary SPEAK framework. Their courses and coaching have helped thousands of individuals turn their dreams of public speaking into a revenue source.

Since its inception, The Speaker Lab has experienced exponential growth, resulting in an IT team scaling its support efforts to meet the demands of internal and external support queries.

We chose Wrangle because our users can launch it anywhere on any device and get support on the go.  Wrangle is the Slack integration you should’ve gotten yesterday.

Challenges:

As their client base and business complexity evolved, The Speaker Lab realized how gaps in operational efficiency were blocking their success in adequately supporting customers and internal stakeholders. 

One ongoing hurdle was overly complicated help desk ticketing processes, resulting in an average ticket resolution time of two days. To remedy this, the team experimented with homegrown solutions.

“Initially, we funneled all internal help desk issues into a Slack channel,” said KC Procter, Director of Operations at The Speaker Lab. “Slack was the primary channel for keeping employees connected and updated. But although staff members were trained to use the channel for submitting internal requests and queries, they often failed to provide crucial information. We created and attached templates to the channel, but they were often overlooked or ignored because they were time-consuming, too.”

The Speaker Lab knew that Slack would remain critical as a conduit through which help desk agents worked tickets, but they knew there had to be a better way to collect information and prioritize tickets. They researched tools that would integrate seamlessly with Slack. 

“We tried a Wrangle competitor first,” said Procter. “Their solution used emojis to route and update tickets, but we realized we needed something more robust and flexible, which led us to Wrangle.”

With Wrangle, the staff no longer has to fuss with copying and pasting intake templates. There is clarity about where the ticket is, who is working on it, and the current status.

Solution:

“We chose Wrangle because our users can launch it anywhere on any device and get support on the go,” said Procter. “My team can easily create intake forms that collect essential information before the user submits any ticket, ensuring we have everything we need to resolve the issue.”

Wrangle empowers the end user to file tickets in Slack easily. At the same time, IT agents enjoy a robust help desk that allows them to manage a high volume of requests from their end users. 

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Everything gets done in a complete and timely fashion – all within Slack. It’s sufficient and self-contained. With only two agents servicing tickets for 45+ employees, Wrangle enabled The Speaker Lab to reduce ticket resolution times from an average of two days to an average of 20 minutes – a 99% increase in efficiency. 

Now, staff no longer fuss with copying and pasting intake templates. There is clarity about where the ticket is, who is working on it, and the current status.  

The Speaker Lab was in the throes of documenting key business processes when they launched Wrangle. Soon, they discovered they could leverage Wrangle workflows to help automate business processes beyond the ticketing requirement. The team uses Wrangle to automate new hire onboarding, custom order processing, and payment issues.  

“HR can access Wrangle in Slack to launch hiring of new candidates,” said Procter. “Among other key processes, the workflow we’ve built ensures jobs get added to job boards, the new hire is properly added to the payroll, and they’re properly onboarded on Day 1.”

“Wrangle can be launched in five minutes. The learning curve is minuscule.”

Implementation:

Wrangle implementation was seamless and straightforward for the Speaker Lab. “Wrangle can be launched in five minutes,” said Procter. “The learning curve for onboarding staff is minuscule. It’s easy to use. There’s no coding required. Dashboard functionality is user-friendly. It’s clean, well-organized, and makes a lot of sense.” 

Though Wrangle has several standard workflow templates, KC preferred to build his own, a process he found incredibly intuitive. “If you’ve ever filled out an email opt-in form on a website, you can build a workflow in Wrangle.” 

Conclusion:

The Speaker Lab has catapulted its productivity by streamlining ticketing and workflows with Wrangle in Slack, cutting ticket resolution times from days to minutes. Since their jaw-dropping success with streamlining internal help desk tickets, The Speaker Lab has expanded Wrangle’s use to address client-facing issues, HR hiring and onboarding, and more. 

KC Procter sums up The Speaker Lab’s success with Wrangle best, “If you could only have one plugin that works with Slack, Wrangle is the integration you should’ve gotten yesterday.”