---
title: "Pied Piper Triples Support Volume, Same Team"
description: "Pied Piper, a technology company, uses Acme for Support: 2.1x increase in requests solved without a ticket. Results, quotes and the agents behind it."
canonical: "https://acme-jaret.duckdns.org/resources/customer-stories/pied-piper"
site: "Acme"
type: "Article"
company: "Pied Piper"
industry: "Technology"
team: "Support"
---

# How Pied Piper handled triple the support volume without growing the team, using Acme agents

Pied Piper uses Acme to give every employee one place to ask, instead of a dozen wikis, drives and chat channels. An Acme-powered service desk now settles most IT requests in the same conversation they start in. Agents draft pre-meeting account briefs and pull approved customer proof from a large library, and usage keeps rising as more teams connect their apps.

- **2.1x increase** in requests solved without a ticket
- **76% less time** spent assembling account briefs
- **94% of IT requests** get a first answer from Acme
- **71% weekly** active usage

## About Pied Piper

Pied Piper makes a scheduling and logistics platform that keeps field crews, warehouses and customer teams working from the same plan. Its tools replace whiteboards, spreadsheets and phone trees with live boards, automatic reminders and simple mobile check-ins that anyone can pick up in a day. Today crews in more than forty countries, from family-run fleets to national carriers, depend on Pied Piper to stay on schedule, cut wasted trips and keep customers informed.

## The challenge

Pied Piper has always let teams choose their own tools, and that freedom helped it grow quickly. The side effect was that answers lived in many corners of the company, and two people asking the same question could easily get two different replies.

Ripping out tools would have meant months of migration work and the loss of systems some teams relied on every day, with no guarantee the new setup would stick. Pied Piper wanted to keep every app in place and simply make what was inside them easy to find, right when someone needed it, without retraining anyone.

So the team brought in **Acme**.

## One answer, wherever the question starts

Groups that field a steady stream of internal questions, such as Finance Operations and People, started replying with a link to Acme so colleagues could serve themselves next time.

A browser extension put Acme next to every app employees already had open, and word spread from team to team. “Nobody had to be convinced twice,” said an operations lead at Pied Piper.

## A service desk that answers first

Pied Piper moved its IT help into chat, with Acme drafting a reply to every request using past threads, setup guides and policy pages. Employees usually get what they need without leaving the conversation they started in.

Requests closed without an agent touching them more than doubled, and the average one now wraps up in about half an hour. Almost every request gets a well-rated first answer from Acme, so the IT team spends its week on projects instead of password resets.

## Sharing company context with coding tools via MCP

As more people started their day inside coding assistants and chat apps, Pied Piper exposed Acme through MCP so those tools could draw on the same permission-aware company knowledge.

## Agents doing real work

### Meeting prep agent

Pied Piper’s sales team set up an agent that gathers everything worth knowing before a customer call: recent usage trends, open support cases, notes from the last meeting and any internal chatter about the account.

Reps now open a single page with the state of the relationship and a few suggested talking points, so calls start on substance. Account leaders, product managers and executives have since adopted the same agent before quarterly reviews.

### Reference finder

Pied Piper’s marketing team curates a catalog of customer quotes, case studies, metrics and slides, each labeled by region, segment, use case and review date. Acme lets anyone describe what they need in plain words and returns approved material, even if they have never seen the catalog.

The point isn’t a bigger catalog. It is making sure the right proof turns up the moment someone needs it, with checks for expiry dates, sign-offs and naming guidelines built in.

> “Prepping for a renewal call used to eat most of my morning. Now the brief is waiting in my inbox, and I get to spend that time actually talking to the customer.”
>
> — Jordan Reyes, Director of Revenue Programs, Pied Piper

> “The rollout took a couple of weeks. After that, it just became how we work.”
>
> — Morgan Ellis, Knowledge Manager, Pied Piper

## What’s next for Pied Piper

Next, Pied Piper plans to connect its remaining field systems and invite partners in, so that every employee, contractor and agent can draw on the same up-to-date picture of customers, crews and schedules, no matter which app they happen to be working in that day.