How ArtPlacer went from email-based support to a scalable customer operations system

The situation

ArtPlacer is an arts technology platform helping galleries, artists, and collectors visualize and manage artwork. When they came to Tovana, all customer support was running through email with no helpdesk, no chatbot, no way to track users, and no visibility into how customers were experiencing the product. There were no product tours, no onboarding flows, and no CS or product metrics in place. The team had no foundation to understand what was working or where users were struggling.

What we did

We built their customer operations infrastructure from scratch — implementing a helpdesk and chatbot to bring structure and trackability to their support, and writing their full help center from the ground up. We designed product tours to guide new users through key workflows, and set up the CS and product metrics that gave the team visibility into user behaviour for the first time. ArtPlacer went from having no support infrastructure to having a system capable of scaling with their growth.

The result

ArtPlacer now has a customer operations layer that reflects the quality of their product — with a help center users can navigate, a support system the team can manage, and the data foundations to keep improving from evidence.

“Tovana was great at helping us scale our customer operations. They implemented our helpdesk and wrote the help center from scratch.”

— Juan, CS Team Lead — ArtPlacer

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