How Zapier Enterprise eased the pressure on Okta's SupportOps team

Korey Marciniak, Senior Manager of Customer Support Strategy and Operations at Okta, sought to alleviate the chaos of tool sprawl and constant notifications by centralizing and streamlining workflows using Zapier Enterprise. Previously, Okta's support teams were hindered by scattered automation solutions and over-reliance on developers whose bandwidth couldn't meet their urgent demands. By consolidating onto a single Zapier instance, Korey enabled his team to independently manage and scale automation processes, significantly enhancing efficiency and freeing up time for higher-value initiatives. This strategic move included the creation of an escalation bot that streamlines the process for customer support managers by automating case escalations within Salesforce via Slack, thus saving time and improving response accuracy. Additionally, targeted Slack notifications were set up to efficiently inform teams of critical updates, reducing notification overload and ensuring that relevant information reaches the right people. As a result, Okta's support operations have become more efficient and adaptable, with automation now a cornerstone of their strategy, allowing even new team members to contribute to workflow improvements without needing extensive technical expertise.