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How Proof saves 30 hours of operations time each week thanks to Avenue Alerts

How Proof saves 30 hours of operations time each week thanks to Avenue Alerts

Mar 21, 2024

Mar 21, 2024

With Avenue, Proof built a system for staying ahead of operational issues — without tapping into their engineering resources. 

“Avenue helps our leadership team sleep at night. It's an extension of our tech stack, enabling us to move fast as our product evolves. We're able to deploy things near-instantly, instead of taking a week or two to go through the engineering cycle.” ­— Dima Kovalev, VP of Product at Proof

About

Proof is the smarter way to serve legal documents. They connect law firms directly with process servers around the country, and provide real-time tracking to ensure documents are successfully served. Top law firms nationwide use Proof to digitize, automate, and scale service of process. 

Challenge

Proof wanted to automatically monitor operational issues without building in-house tools


Through their nationwide network of process servers, Proof manages thousands of litigation cases a week. But before Avenue, Proof didn’t have an efficient way to stay on top of operations issues at this scale.


Dima Kovalev, VP of Product, wanted to change that. He felt like his teams were looking for a needle in a haystack, constantly refreshing dashboards to find possible problems. When they did find work to be done, they’d handle escalations in Slack. 


But, handling issues out Slack led to poor visibility and no accountability. Proof’s leadership couldn’t see the queue of open tickets and their statuses, or get a big-picture view of operations issues.


Dima wanted a system that would consistently monitor for issues, flag the right team when they came up, and give leadership in-depth understanding of operational bottlenecks and trends. But he couldn’t justify building those capabilities in-house. Engineering hours, one of Proof’s most expensive resources, needed to be reserved for the core product. 


Luckily, he’d already used Avenue at a previous company, and knew it would be a perfect fit for Proof’s needs. 

“We have issues that might pop up just once a quarter, but when they do, they can cause fires. Avenue is our system that’s always running in the background, keeping an eye out for these edge cases.”

Solution

Proof set up a smart ticketing queue in 1 week without involving engineering


With Avenue, Dima has feedback loops, flagging edge cases so they can be resolved quickly and save time downstream. Dima and his team set up 50 monitors in their first month using Avenue. For example,  the Ops team is alerted if customers forget to upload the very documents they need served. 


That allows them to act more quickly, instead of reacting once the process server realizes there’s an issue. But importantly, Proof auto-resolves tickets that no longer need attention. If clients realize their mistake and upload, the Alert will automatically close.


With Avenue, teams can still handle escalations like these in Slack. But they do so faster and more efficiently, while generating reports that give leadership visibility into trends, and the ease of viewing the entire ticket queue from a single dashboard.  


Teams can easily create and deploy these workflows themselves, without needing engineering’s involvement. That frees up those costly resources to focus on bigger bets.

“With Avenue’s real-time Alerts, we can respond proactively and save time downstream. Often, we’re able to solve problems without ever opening a ticket or talking to a customer.”

Results

Proof saves 30 hours each week with Avenue’s smart ticketing


Today, Proof uses Avenue to stay on top of issues and resolve them proactively — without leaving the tools they already work in. They’re working faster, resolving more tickets with the same amount of resources: 

  • 30 hours each week saved in operations team time

  • 0 engineering time spent building internal tooling


Moving forward, Dima plans to adopt Avenue’s new Playbooks feature. Once Avenue sends an Alert and creates a ticket, Playbooks will help teams resolve issues in the best way. 

“Avenue acts as a backstop for where our processes and policies have gaps and our team hasn't caught up yet. The ability to quickly deploy observability in a way that’s not resource-intensive is extremely powerful for us.”


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Backed by

Y Combinator

Accel

Lachy Groom

Slack Fund

Flexport

Elad Gil

© 2024 Avenue. All rights reserved

Sign up for a free trial

Operations observability in under 10 minutes

Subscribe to our newsletter

Receive updates on new posts and features

Backed by

Y Combinator

Accel

Lachy Groom

Slack Fund

Flexport

Elad Gil

© 2024 Avenue. All rights reserved