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Pathway helps insurance brokerages across Canada, the UK, and the US automate client communication and operations. Its marketing automation platform, with built-in communication tools, RPA bots, and form builders, streamlines workflows, drives growth, and enhances customer experience.
https://www.pathwayport.com/Toronto, Ontario, Canada
Insurtech
Challenge
As Pathway’s enterprise client base expanded, its Client Success team struggled to manage growing support volume across 350+ Slack Connect channels. Without a structured system, customer requests were scattered, accountability was unclear, and response tracking was nearly impossible. Urgent issues often got buried under routine queries, and clients had little visibility into request status, creating inefficiencies and operational strain for the team
Solution
Pathway implemented ClearFeed to bring structure and visibility to Slack-based customer support. Using ClearFeed’s Triage Channels, the team centralized all client requests into pod-level views, enabling clear ownership and faster response times. Automated request categorization, AI-powered SLA alerts, and GPT-generated internal responses helped streamline resolution and maintain consistency. Seamless escalation to Jira ensured smooth handoffs to engineering without losing context.
Impact
With ClearFeed, Pathway transformed Slack into a structured, scalable support system. The team now manages 600+ customer requests monthly across 350+ channels, reducing resolution times by ~90% and achieving a 97% CSAT. A small team now delivers enterprise-grade responsiveness and visibility without changing how clients communicate.
Pathway is a marketing automation platform for the Insurtech industry, helping insurance brokerages across Canada, the US, and the UK automate customer communication and stay compliant. With dynamic workflows triggered by internal system events, brokerages use Pathway to send timely email campaigns, policy reminders, and compliance-critical updates.
The Client Success team at Pathway plays a crucial role in helping insurance brokers adopt and scale these workflows. From onboarding to ongoing support, they work closely with enterprise clients to ensure Pathway’s tools are used effectively and reliably.
To deliver high-touch service, Pathway relies on shared Slack Connect channels to support each of its enterprise customers. Clients prefer Slack because it fits into their daily workflows. It allows fast responses, real-time collaboration, and easy access to internal and external stakeholders. Whether it's a question about licensing documentation or an urgent compliance update - Slack makes it easy to get help instantly, without the overhead of portals or ticket forms.
However, as Pathway’s client base expanded and the volume of support requests increased, Slack’s free-flowing nature started showing its limitations. Without a structured system in place, it became harder to track issues, prioritize responses, and maintain consistency across conversations.
As the number of clients and conversations increased, the Client Success team began running into serious operational challenges. Slack remained a powerful channel for customer engagement, but without structure, the risks of things falling through the cracks grew daily.
Some of the core issues they faced:
Pathway needed a structured, automated solution to track, escalate, and manage customer support efficiently, without forcing customers to switch to a traditional ticketing system.
"More metrics, more info is always appreciated"
Pathway adopted ClearFeed to bring structure, visibility, and accountability to customer conversations happening in Slack, without changing how customers interacted with them. With ClearFeed’s AI-Powered External Helpdesk, Pathway transformed its support workflow in Slack into a system that’s proactive, consistent, and smart. Here’s how:
1. Triage Channel to centralize all Slack requests: Instead of manually monitoring 350+ Slack channels, Pathway now centralizes all customer requests into Triage Channels - one per support pod. This pod-level structure ensures that each group of agents can manage their assigned accounts with better ownership and faster response. Pathway now:
2. Clear ownership on every request: With multiple team members managing client interactions, it was easy for accountability to get blurred. ClearFeed made it easy to assign requests to team members directly from Slack, ensuring no issue was left unattended.
3. Prioritized support with Request Categorization: Not all customer queries are equal. Some are urgent, others are routine. ClearFeed helped Pathway implement automated request categorization, so queries could be prioritized or routed to the right team members, without manual tagging or triaging.
4. GPT-Powered Answers for faster resolution: Given the product’s technical variables, Pathway keeps AI suggestions internal. ClearFeed’s AI Agent surfaces draft replies from their knowledge bases across Zendesk, Confluence and Slack, helping L1s answer common questions faster, without risking an incorrect public answer. In the last 3 months, ClearFeed has generated ~200+ GPT Answers to help resolve issues faster.
5. Proactive SLA Management: Pathway has implemented SLA tracking in ClearFeed to improve response times and meet customer expectations. AI-powered SLA alerts proactively notify teams when a request is approaching its response or resolution deadline, allowing them to stay on top of response commitments.
6. Seamless Escalation to Engineering: ClearFeed supports Pathway’s structured L1 → L2 → L3 → Engineering escalation process. When issues go beyond internal resolution, agents can update the request status to “IT Support Needed”, which triggers a Jira ticket right from Slack. This tight integration ensures a smooth handoff between the Client Success and Engineering teams, with no context lost and no tool-switching needed.
7. Comprehensive reporting and analysis: ClearFeed's dashboard offers a comprehensive view of all support activities. The team can analyse where time goes (onboarding vs. integrations vs. renewals), which channels create most volume, and how response/resolution times trend by pod.This helps them identify areas for improvement and plan future strategies.
8. Cross-functional adoption: While initially adopted by Client Success, ClearFeed has organically spread to internal Product and Engineering teams. For example, bug reports or product feedback raised by clients in Slack are now actively tracked using ClearFeed, ensuring issues are documented and don’t get lost in conversations.
With ClearFeed integrated into Slack, Pathway transformed its high-touch client communication into a streamlined, trackable, and scalable support system, without disrupting the familiar Slack-based workflow that clients preferred.
Customer support at Pathway operates in a high-stakes, compliance-heavy environment. The team doesn’t have the luxury of letting things slip through. As their customer base expanded, so did the need for a system that could scale with them, without adding operational overhead.
With ClearFeed, the Client Success team didn’t have to change the way they worked, just improve how they managed it. The result is a workflow that brings order to Slack, keeps customers in the loop, and helps a lean team stay on top of every conversation.
If you are curious to learn how ClearFeed can streamline and enhance your external support on Slack, reach out to us at support@clearfeed.ai or book a free customized product walkthrough with our support experts.
