With Slack, Haptik builds and grows customer relationships

"In a hybrid workforce model, collaborating efficiently from anywhere equals productivity for us—something that Slack seamlessly enables for us."

Ajay LullaVice President Of Customer Success, Haptik

When Ajay Lulla, Vice President of Customer Success, Finance and Legal at Haptik, joined the company in 2019, he wasn’t sure what Slack was or how it would transform the company’s working experience for the better. 

Safe to say, he’s seen the light. 

“Slack is where all the fun is. It’s more than just a channel for mass communication. It’s the place where we can build culture and collaboration across the organisation, across all levels,” says Lulla.  

Haptik began using Slack back in 2016, and it’s been crucial for helping Haptik grow, scale and thrive. 

“Slack has been a part of our journey at Haptik. We’ve continually adapted our processes alongside Slack’s new features.”

In a hybrid workforce model, collaborating efficiently from anywhere equals productivity —something that Slack seamlessly enables for us.

Ajay LullaVice President Of Customer Success, Finance and Legal, Haptik

Streamlining work, from anywhere

In 2020, Haptik transitioned to a hybrid operating model, a major disruption that was made possible with Slack. 

“In a hybrid workforce model, collaborating efficiently from anywhere equals productivity—something that Slack seamlessly enables for us.” 

In particular, huddles—virtual spaces that let you collaborate and co-create live—have been a game-changer for driving work forward. For Haptik, huddles are the equivalent of tapping someone on the shoulder to quickly answer a question, meaning the team isn’t wasting time scheduling meetings or getting bogged down in small talk. 

For example, if the Haptik team needed to accomplish a high-priority task in real-time, it would turn to huddles to sort it out.

“A click of a button and you’re immediately connected with somebody and can share your screen,” says Lulla. 

“It’s brilliant, we don’t need to go to meeting software—it’s right there.”

Driving collaboration with customers and partners

Gone are the days when working with external partners was a logistical nightmare. Using Slack Connect—which moves external collaboration out of email and into Slack—Haptik can work with its customers and partners on Slack. 

“As a conversational messaging company, Slack Connect has become a big part of how we communicate with our customers and partners,” says Lulla. 

With Slack Connect, Haptik’s customers can simply ask questions about progress or sign off on projects right on Slack. 

“We’re able to drive this work forward and provide answers in a fraction of the time it would have taken on email. A lot of our external collaboration is on Slack today,” he says. 

That collaboration not only helps Haptik better serve its customers, but it also helps it build and grow its customer relationships, faster. 

“Slack Connect helps us break down silos, while helping our different teams collaborate in real-time. We’re working with new levels of efficiency.” 

As a conversational messaging company, Slack Connect has become a big part of how we communicate with our customers and partners. We’re able to drive this work forward and provide answers in a fraction of the time it would have taken on email. A lot of our external collaboration is on Slack today.

Ajay Lulla

Celebrating company achievements

One thing that Lulla recommends, especially for companies that have a hybrid workforce, is to position Slack as a place to nurture your company’s culture. 

“With Slack, we have a fantastic way to celebrate culture across our organisation. When you start celebrating things on Slack, it brings the organisation together,” says Lulla. 

“Slack is definitely a journey, but the best kind of journey for an organisation that is looking to scale. For Haptik, it’s become core to our culture and has been critical to our growth.” [# /]