Скачать или смотреть How Alation Transformed Support Operations with Momentum

Support at Alation often involves multiple troubleshooting calls before a resolution is reached. But each of those conversations existed in isolation. If a case spanned four or five calls—sometimes with different engineers—it was difficult to see the full arc of what had happened. Even more challenging was ensuring that others, especially leadership or cross-functional teams, had that same visibility.

“If we have a case that might have required like 4 or 5 multiple calls,” Kalanea recalled, “they are all transcribed and summarized—one summary for what's happening to this case itself.”

Before Momentum, creating that summary was a manual, time-consuming effort. And it often lacked the technical nuance or action items needed to move a case forward quickly. There wasn’t a clear way to surface key steps taken or to flag potential escalation risks early.

The result was friction—both in how teams communicated and how leadership could engage.