Small team, big support.
How Craftfolio’s 3-person support team scaled to handle enterprise-level service quality with Relay.
How Craftfolio’s 3-person support team scaled to handle enterprise-level service quality with Relay.
“Relay gave our small support team superpowers. We do more with less — and our customers love it.”
Craftfolio is a portfolio and CMS platform for creative agencies. Their support team was just three people — but their customer base grew to thousands in under a year. Managing this growth without sacrificing experience required tools that enabled leverage, not burnout.
“We didn’t want to grow our headcount yet — so we had to grow our systems.”
— Laura Bennett, Director of Support
With only three full-time agents, Craftfolio couldn’t afford wasted motion. But with tickets pouring in from chat, email, and social — plus a growing list of feature requests — things were getting missed. Agents were spending hours triaging and context-switching.
“We were doing heroic work — but it wasn’t sustainable.”
— Laura Bennett
Relay gave Craftfolio a centralized inbox, smart triage rules, and collaborative workflows that let agents delegate and tag issues quickly. Shared templates and macros ensured a consistent, professional tone across all interactions — even when under pressure.
“Relay made it feel like we had twice the team. Everything clicked.”
— Laura Bennett
“Relay leveled us up. Now we act like a 10-person team — with just three.”
— Laura Bennett
Craftfolio is planning to roll out Relay’s self-serve knowledge base integration and use Relay’s reporting dashboard to set new quarterly goals.
“Relay is our foundation now. We’ll scale on top of it.”
— Laura Bennett
“Relay helped us standardize support across three continents. It’s the backbone of our customer operations.”
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“Relay gave our small support team superpowers. We do more with less — and our customers love it.”
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“Relay helped us eliminate noise, connect feedback loops, and get closer to our users — all in one interface.”
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“With Relay, our clinical support team operates like a high-performance unit. Everything is streamlined, compliant, and fast.”
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“Relay helped us move from reactive to proactive support. We finally feel ahead of the curve.”
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