Plaid, a financial technology company, connects users to over 11,000 financial institutions through a single API, facilitating the integration of apps like Venmo and SoFi with users' bank accounts. Chris O’Neill, who joined Plaid in 2017, played a pivotal role in enhancing the company's customer support capabilities, particularly during a period of rapid growth when the company expanded its customer base and workforce significantly. Faced with the challenge of streamlining support workflows and improving integration visibility, Chris opted to use Retool—a platform that allows for rapid app development without extensive coding—to build internal tools that provided comprehensive insights into integration health. This decision allowed Plaid's support team to quickly adapt to evolving workflows, significantly reducing the time required to develop and iterate new processes. As Plaid continues to grow, Retool remains a critical part of their strategy, enabling faster and more efficient internal operations that support their expanding customer base and product offerings.