# How Coalesce uses Pylon

**50 minutes to under 3.5 minutes**: “First response times have improved from 50 minutes to under 3.5 minutes for support issues”

As published on [usepylon.com](https://www.usepylon.com/case-study/coalesce). Captured by usedby on 2026-10-08.

- Company: [Coalesce](https://www.usedby.ai/companies/coalesce.md)
- Tool: [Pylon](https://www.usedby.ai/tools/pylon.md)
- Teams: Support, Customer Success

## What the story says

Coalesce moved its support operations off Zendesk to Pylon and uses Pylon Notebooks and AI summaries to centralize account context from Slack, Gong, Salesforce and email. Support, customer success and sales engineering teams use it to prepare for customer check-ins and manage accounts.

Summary written by usedby from the source page, in English. The figures are those of Pylon and Coalesce, not ours.

> First response times have improved from 50 minutes to under 3.5 minutes for support issues, significantly accelerating time-to-resolution.

- **~40%**: “Time spent preparing for customer check-ins dropped by ~40%, thanks to AI-generated summaries and consolidated account views.”
- **over 85%**: “Manual note-taking has decreased by over 85%, as relevant insights from Gong, Slack, and other systems are automatically captured and summarized within Pylon.”
- **98%**: “98% of accounts are now managed within Pylon, creating visibility for both support and customer success.”

> Notebooks are by far my favorite feature… We used to take notes manually across tools. Now I don’t have to take notes — Pylon’s summaries span multiple calls or issues and surface the relevant context automatically.
>
> Jesse Marshall, Head of CS

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 50 minutes to under 3.5 minutes is printed word for word on the page, near the name of Coalesce.
- Checked: the passage quoted above is copied word for word from the page, near the name of Coalesce.
- Checked: Coalesce uses Pylon. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/coalesce-pylon · How we check: https://www.usedby.ai/methodology