CloudStream
71%
Tickets resolved by AI
4.6 CSAT
Customer satisfaction (was 3.2)
1.2M+
Data points automated monthly
Enterprise Support Tickets Eroding Customer Trust
CloudStream provides a B2B data orchestration platform used by mid-market and enterprise customers across 22 countries. As their customer base scaled from 200 to 800 accounts in 18 months, their support team of 12 became unable to maintain response time SLAs — despite working extended hours.
High-value enterprise customers with critical incidents were queuing behind routine troubleshooting requests. CSAT fell from 4.1 to 3.2. Two enterprise accounts representing $1.4M ARR cited 'unresponsive support' as a reason for non-renewal.
AI Chat Resolving 71% of Tickets Without Human Touch
Engium was integrated with CloudStream's Intercom and Jira Service Management stack in two weeks. The AI was trained on the full product documentation library, 6 months of resolved tickets, and API reference material — enabling it to handle configuration questions, error diagnosis, and standard integration queries without escalation.
For tickets requiring human review, Engium classifies by severity, affected product area, and customer tier — routing enterprise customers to dedicated senior engineers within minutes of submission.
CloudStream's enterprise SLA for P1 incidents dropped from 4 hours to 22 minutes after Engium's intelligent routing was implemented.
CSAT from 3.2 to 4.6 — Without Growing the Team
With 71% of inbound tickets now fully resolved by Engium without human intervention, the support team concentrates entirely on high-complexity and relationship-critical interactions. Enterprise P1 response time fell from 4 hours to 22 minutes. CSAT climbed from 3.2 to 4.6.
Both enterprise accounts that had cited support as a churn risk renewed, contributing $1.4M ARR retained.
71%
Tickets resolved by AI
22 min
Enterprise P1 response time
4.6
CSAT score (was 3.2)
$1.4M
ARR retained from at-risk accounts
“We were scaling backward — more customers, more tickets, more stress, worse outcomes. Engium broke that pattern completely. Our team now delivers better results for more customers without burning out.”
SKSarah Kim
VP Customer Success, CloudStream
“We were scaling backward — more customers, more tickets, more stress, worse outcomes. Engium broke that pattern completely. Our team now delivers better results for more customers without burning out.”
Sarah Kim
VP Customer Success, CloudStream
CloudStream
About the Business
CloudStream is a B2B data orchestration platform enabling mid-market and enterprise teams to unify, transform, and activate operational data across their tech stack in real time. They serve 800+ customers across 22 countries.
Size
85 employees · 800+ customers
Founded
2019
Headquarters
Austin, TX, USA
Plan
Pro
Channels
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