Urgent – on someone else's clock
The agency's work runs on client deadlines, not its own — a media booking closing in three hours, a client's legal team wanting a same-day answer, a campaign asset due for a launch that can't move. Questions about the platform came up constantly in that environment, and they were never questions that could wait. With a previous vendor, every question meant opening a support ticket and waiting to hear back — sometimes same day, sometimes not — with no way to know who would respond or when.
For an agency managing several accounts at once, that uncertainty was its own source of risk: a delayed answer on a Tuesday afternoon could mean a missed booking window that didn't reopen until the following week.
A support team built to move at campaign speed
InformaIT's support team responds directly and quickly, without routing questions through a slow triage process or a rotating queue that starts from zero context each time. Questions go in and get answered fast — the agency isn't waiting to find out who picks up their ticket or how long it'll sit before anyone looks at it. For questions outside standard support — account-level or relationship matters — the agency also has a named contact, but the day-to-day, deadline-critical questions go straight to a support team that's built to respond quickly, every time.
"It's not 'log a ticket and hope.' We ask, and we get an answer — fast." — MLR Coordinator
Deadlines that don't depend on a queue
Urgent questions now get answered in minutes rather than sitting in an unassigned queue. The agency has stopped building buffer time into campaign schedules to absorb support response delays, because the response delay largely doesn't exist anymore. Across every client account the agency runs, the same fast turnaround applies — consistency the agency's own account teams have come to depend on when a deadline gets tight.
"We stopped padding our timelines for 'what if we need support.' We just don't need to anymore." — VP, Client Services
