Customer Story: Jenna Koontz from Certinia

Certinia’s global support team faced a major challenge—reactive escalations, inefficiencies, and lagging customer insights. With SupportLogic, they reduced escalations by 30%, cut resolution time by 28%, and achieved a 4.5/5 CSAT score. In this conversation, Jenna Koons, VP of Global Support at Certinia, shares how AI-driven predictive support became a boardroom priority, driving retention and operational efficiency. Discover how AI-powered sentiment analysis and real-time insights are reshaping customer success at Certinia. Watch now to learn how to turn support from a cost center into a growth driver.