Customer support and marketing
automation platform
A US-based customer support and marketing automation SaaS company approached Mallow to build a product with core features such as live chat support, lead management, and email automation. As the client’s needs evolved, we progressively expanded the platform to support additional functionality. They faced challenges in managing large volumes of data, implementing complex search capabilities, and delivering real-time analytics.
To meet these demands, Mallow optimized chat performance, implemented workflow automation, and enhanced email deliverability. We integrated ElasticSearch for advanced search functionality, ClickHouse for scalable analytics, and enabled third-party integrations with platforms like Shopify and Facebook. The result was a robust, high-performance SaaS platform engineered for long-term scalability and growth.
Tech Stack
- Ruby on Rails
- React
- PostgreSQL
- Hetzner
- Kafka
- AWS
- Bunny CDN
- Elasticsearch
- Clickhouse
- OpenAI
Stats
Faster live chat response
times
Seamless integrations
achieved
Real-time execution of email-triggered workflows
achieved
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Project Details
2017 - Ongoing
Project duration
5 Services
Services offered
15 Peers
Members involved
Our journey from challenges to outcomes
What were the client’s key challenges?
The live chat system was slow to load and significantly increased website load times upon integration.
A significant portion of marketing emails landed in spam due to domain blacklisting and poor sender reputation.
High lead volume and complex filters caused delays of up to 10 seconds when accessing lead data.
The platform lacks a reliable and scalable solution to track and analyze visitor activity at high request volumes.
What was our approach?
We improved the live chat system by optimizing APIs, adding caching, and using Amazon S3 to reduce load and speed up response times.
We implemented domain verification, configured dedicated IPs, and applied best practices to avoid spam filters.
We restructured the database with schema-based indexing and used ElasticSearch to reduce filter time to milliseconds.
We used ClickHouse to store and process large volumes of visitor data, enabling fast and reliable insights.
The Impact
| Impact Area | Outcome |
|---|---|
| Chat system enhancement | Live chat response times improved significantly, with reduced load impact and faster, smoother interactions with end users. |
| Optimized email infrastructure | Improved inbox placement and sending speed by configuring domain verification and dedicated IPs. |
| Faster lead filtering | Brought search time down to milliseconds using ElasticSearch and schema-based indexing. |
| Real-time analytics | Enabled real-time campaign and visitor tracking by processing high-volume data through ClickHouse. |
| AI-driven support | Automated customer responses using OpenAI, leveraging documents, past lead interactions, external websites, and inbuilt help center content. |
A word from our client
Their blend of technical expertise and customer-first mindset has been key to our platform's success.
Mallow Technologies Private Limited has delivered a highly successful project, achieving a 99.99% platform uptime, a 60% automation of repetitive tasks, an 80% customer satisfaction score, and a 50% resolution time reduction for technical issues. Moreover, the team is proactive and flexible..
Raghavender Rao Jitta
CEO, Customer support and marketing automation platform
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