# How Sardine uses Pylon

**90%**: “First response time decreased 90%, from 35 minutes to under 3.5 minutes”

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

- Company: [Sardine](https://www.usedby.ai/companies/sardine.md)
- Tool: [Pylon](https://www.usedby.ai/tools/pylon.md)
- Teams: Account Management, Fraud Analysts, Integration Teams, Compliance Specialists

## What the story says

Sardine replaced Zendesk with Pylon as its core post-sales and support platform, unifying B2B and B2C support, Slack and Teams customer channels, internal collaboration and workflows in one workspace. It also uses Pylon's AI features such as Ask AI and AI-drafted replies.

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

> First response time decreased 90%, from 35 minutes to under 3.5 minutes, while maintaining 24/7 coverage across time zones

- **5 days**: “Full Zendesk migration in 5 days, including 120,000 tickets, 50+ workflows, and 20+ external automations”
- **~35%**: “~35% reduction in manual support hours, despite a 25% increase in ticket volume”
- **6x**: “6x company growth supported by the same support team size, showing Pylon's ability to scale without bloating headcount”
- **400**: “Centralizes conversations across Slack and Teams, spanning more than 400 customer channels”

> We’re still the same size team, but we’re supporting 6x the business volume. That kind of scale just isn’t possible without an AI and collaboration first system like Pylon.
>
> Duke Puniani, Head of Post-Sales

## What usedby checked

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

- Checked: the figure 90% is printed word for word on the page, near the name of Sardine.
- Checked: the passage quoted above is copied word for word from the page, near the name of Sardine.
- Checked: each number in our summary is printed on the page.
- Checked: Sardine 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/sardine-pylon · How we check: https://www.usedby.ai/methodology