--- title: "How ExtraHop Cuts Support Scheduling from Hours to Minutes with LeanData" id: "47582" type: "resources" slug: "how-extrahop-cuts-support-scheduling-from-hours-to-minutes-with-leandata" published_at: "2026-09-09T15:35:45+00:00" modified_at: "2026-09-09T15:35:46+00:00" url: "https://www.leandata.com/resources/how-extrahop-cuts-support-scheduling-from-hours-to-minutes-with-leandata/" markdown_url: "https://www.leandata.com/resources/how-extrahop-cuts-support-scheduling-from-hours-to-minutes-with-leandata.md" excerpt: "How ExtraHop Cuts Support Scheduling from Hours to Minutes with LeanData" taxonomy_topic: - "BookIt" - "Customer Experience" - "Customer Story" - "Post-Sales Operations" - "Scheduling" taxonomy_role: - "Customer Success" - "Operations" taxonomy_content_type: - "Customer Story" --- [https://www.leandata.com/](https://www.leandata.com/) Customer Story # How ExtraHop Cuts Support Scheduling from Hours to Minutes with LeanData ## Overview As ExtraHop expanded rapidly, the Ops team updated their routing architecture to keep up with growing inbound volume, a project that won a[2025 OpsStars Award](https://www.leandata.com/resources/2025-opsstars-awards-lead-management-transformation-extrahop/) for Lead Management Program Transformation of the Year. What the team did with that foundation is the rest of the story. ExtraHop extended[LeanData’s Intelligent Go-to-Market Orchestration](https://www.leandata.com/platform/orchestration/) past lead acquisition and into customer success and support, where [LeanData Scheduling](https://www.leandata.com/platform/scheduling/) now puts a live calendar in front of customers filing support cases, connecting them to the right team fast — a must for a cybersecurity company where response time is critical. One platform now spans from first inbound lead to post-sale support, and as ExtraHop adds AI agents that layer is what keeps them acting on trusted data. Industry Cybersecurity Location Seattle, Washington Interview With Jeffrey Kim, Business Systems Specialist ## Solutions ### LeanData Orchestration ### BookIt Scheduling ## Results ### Hours to minutes Time to a booked conversation cut from hours to minutes ### 130 customer conversations scheduled per month ### 35 support reps enabled ### Introduction ExtraHop now runs a single orchestration layer from first inbound lead to the support case a customer files years later. Three years ago, that layer didn’t exist. When Jeffrey Kim joined ExtraHop in 2024, he was glad to find LeanData already in the stack; he’d worked with it before and knew what it was capable of. What he found instead was an underutilized platform; a tool with real power, implemented in a way that buried it. Fixing that became his first project. What began as a routing rebuild has since stretched across ExtraHop’s entire customer lifecycle. ### ****The Challenge: **Urgent Business, Unhurried Systems****** In cybersecurity, urgency is the default setting. A prospect reaching out is usually reacting to something. A customer opening a case is often dealing with an urgent issue. ExtraHop’s own systems did not move at that speed, and the gap showed at both ends of the customer relationship. - **Manual Routing Bottlenecks:** Inbound leads routed through shared queues, requiring over 600 hours of manual operations triage per year to maintain assignment accuracy. - **Customers Waiting on Email:** While case management was functional, scheduling follow-ups required back-and-forth emails to find open time slots. ExtraHop wanted to remove that friction and make expert access instant for customers managing critical environments. ExtraHop fixed the front of the funnel first. A cross-functional overhaul led by Marketing Operations with IT Applications and Sales Operations rebuilt the routing logic against Salesforce Territory data, closed the catch-all queues, and won the[2025 OpsStars Award for Lead Management Program Transformation of the Year](https://www.leandata.com/resources/2025-opsstars-awards-lead-management-transformation-extrahop/) : 624 hours of manual triage eliminated, MAL-to-SAO conversion velocity up 50%. > “When I joined, I saw an opportunity to unlock far more value from LeanData across our entire go-to-market architecture.” > > Jeffrey Kim > > Business Systems Specialist, IT That rebuild is what made the second half possible. It gave ExtraHop a platform its teams trusted, and once they trusted it, the delay on the other side of the sale became conspicuous. ### **Pointing the Same Engine at Support Cases** Confidence in the routing engine led to a [BookIt](https://www.leandata.com/platform/scheduling/) purchase for inbound forms and post-event follow-up. Then ExtraHop’s IT and customer success teams asked a question nobody had scoped: if the platform can put a prospect in front of the right seller in minutes, why is a paying customer with an open support case still trading emails to find a time? The traditional path, submit a case, wait, then trade emails to find a slot, adds delay at exactly the moment a customer can least afford it. ExtraHop rebuilt that path inside the platform it already trusted. “It’s exciting. I’ve never seen a use case quite like it,” Kim says. “We’ve migrated all of our customer support team over to it. And they love the ease of use.” **How the flow works:** - **Case Status as the Signal:**When a support rep is ready to move a case to a live conversation, they set it to a scheduling status. That status change populates a dynamic BookIt Link on the case, keyed to the case owner’s real availability, so the customer books directly with the support rep handling their issue, with no email thread required. - **Delivered in Context:** Cases live in Salesforce, where ExtraHop already runs as a Salesforce-native organization, so scheduling happens on the case record itself rather than in a separate tool. - **Measurable, Because It’s on the Record**: Running scheduling through the case gives ExtraHop analytics that allow them to better understand the performance and effectiveness of their support organization. **The impact:** - **Time to a scheduled conversation cut to minutes, not hours:**When the issue is urgent, hours spent trading emails to find a slot are hours the customer can’t afford. Now they book time with their case owner in the moment. - **Expert Support at Scale:**About 130 customer conversations get scheduled through the flow every month, roughly 1,500 a year that never require an email thread. - **Full Team Adoption:**ExtraHop’s 35 person support team has migrated onto the flow entirely Speed and scale are only half of it. Booking on the case makes the scheduling itself part of the record: who’s waiting, who they’re meeting, and when. For a team whose job depends on knowing which customers are waiting, a single view isn’t a convenience, it’s a necessity. ## **The Foundation for AI GTM** Routing built trust. Trust made BookIt possible. BookIt made case orchestration possible. Each layer ExtraHop added depended on the strength of the one beneath it, and the newest layer is AI. As ExtraHop integrates AI agents into lead scoring and go-to-market workflows, system governance remains paramount. In Jeffrey’s view, AI is only ever as good as the underlying foundation: Salesforce capturing the complete customer lifecycle, and LeanData governing the logic that moves it forward. Having seen what happens without that discipline at previous companies, Jeffrey focuses strictly on business impact. Without unified routing logic, scaling AI tools runs the risk of creating fragmented outreach and misaligned customer touches. “That’s great that you have functionality,” he says of the AI features arriving weekly across his stack, “but how is it going to help us accelerate our business? > “As companies keep adding AI tools, what I don’t have to question is whether they’ll work with what’s underneath — LeanData has become the one-stop shop the rest of the stack connects through.” > > Jeffrey Kim > > Business Systems Specialist That is the standard LeanData has to keep meeting at ExtraHop, and so far it has. The team keeps looking for the next process to bring in, and one thing remains the same: “As we’re talking about tools that we trust and tools that we know we can actively build on, there’s no question — LeanData is the tool,” Kim says. Three years after Jeffrey found an underused platform, ExtraHop now runs one orchestration layer from first inbound lead to open support case — with AI the next thing built on top of that foundation, not around it. ###### ABOUT EXTRAHOP ExtraHop is a leader in real-time network intelligence, empowering organizations with the high-fidelity context they need to power security and IT AI automation, detect risks faster, and respond with confidence. ExtraHop anchors AI agents with the real-time, ground-truth foundation they need to operate reliably in the SOC and NOC. For security, that means surfacing threats and providing definitive evidence to investigate and respond to novel AI attacks and unsanctioned usage at machine speed. For IT operations, it means identifying and resolving performance issues in seconds to keep critical systems running. Engineered for unmatched scale, the ExtraHop RevealX platform delivers a complete, unified view of the network for the largest enterprises in the world. Capturing and analyzing network data across data centers, campus, branch, cloud, and AI environments, ExtraHop combines behavioral analysis with deep visibility into encrypted traffic to uncover what others miss.