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Enterprise SaaS · Enablement · Elsevier · 2025 to 2026

Pure: from tickets to outreach

Forty to fifty support tickets a month, read together instead of one at a time. The patterns became an outreach campaign and went to the Support and Product teams.

Role
Product Specialist
Org
Elsevier
Input
40 to 50+ Salesforce tickets a month, plus system data
Tools
Salesforce reports · AI assistant

The raw material

Pure's support queue brought in forty to fifty tickets a month through Salesforce, alongside system information about how the platform was being used.

Handled one at a time, they look like fifty separate problems. Each gets answered and closed, and nothing connects them.

How I read them

I pulled the tickets as a Salesforce report, exported it, and used an AI assistant to categorise them. Then I worked through what came back and looked for what kept recurring.

Nothing about the method is clever. The point was to read the queue as one body of evidence rather than as a to do list.

From the queue to the campaign

SALESFORCEMETEAMSexportReport and export40 to 50+ tickets a month,plus system information.Categorise with AIThe first sort, done quicklyacross the whole month.Read for patternsWhat recurred, and who it washappening to.RUOK outreachSupport reaching out tocustomers who had gone quiet.Support and ProductThe recurring issues, handedto the teams who could act onthem.
The AI step is the least interesting part. It made the first sort fast enough that reading the whole month became realistic.
Salesforce
The system the support team logs every customer case in. Its reports let you pull a month of cases out in one go.
API
Application Programming Interface. A way for other software to talk to Pure directly. Built for developers, which matters in the next section.
Scopus
Elsevier's abstract and citation database. Institutions connect it to Pure, and that connection is where some of the questions came from.

What kept coming up

  1. 01

    UI support requests

    Frequent, and some of them severe.

  2. 02

    Technical usability issues

    Problems using the product as intended, rather than faults in it.

  3. 03

    Non technical customers using the API

    People without a developer background trying to work with the Pure API.

  4. 04

    Integrations

    Connecting Pure to other systems, Scopus among them.

Non technical customers were trying to use an API. That only shows up when the tickets are read together.

What we did with it

The patterns drove RUOK, a proactive campaign from the support team to customers who had not logged a case in six months. It sent them support resources, invitations to webinars and conference events, and instructions for how to lodge a support case when they needed one.

The recurring issues also went to the Support and Product teams, so they reached the people who could change the product rather than only the people answering tickets.