A New Standard for Internal Support at Webflow
Webflow’s IT organization set out to transform how internal support worked across the company. Before Console, low-value requests consumed a disproportionate amount of IT’s time. They tried using another vendor, but it didn’t do the job.
They turned to Console for help and saw organization-wide impacts immediately.
Key Outcomes at a Glance
70–80% average ticket deflection, peaking at 87% after rollout
Help desk ratio improved from 1:100 → 1:200, effectively doubling team efficiency
Live across IT and People Ops, with Finance, Accounting, Legal, and Procurement joining next
Days of engineering time reclaimed weekly through no‑code automation and removal of manual tasks
What began as an effort to replace a failing alternate solution quickly became a company‑wide shift in how Webflow handles internal support, powered entirely by Console.
The Challenge: A Legacy Automation Tool That Didn’t Work
Before Console, Webflow’s IT team tried to automate repetitive requests (password resets, access approvals, basic troubleshooting) using a competitor’s automation bot, initially called “Flowbot 1.0”.
It showed some early promise, but really quickly plateaued.
Flowbot 1.0 → “Failbot”
Automation plateaued at 20–30%
The vendor moved to an “agentic” model that broke core workflows
Ticket queues grew faster than the team could keep up
Maintaining the bot became someone’s full‑time job
The team joked that their automation tool had become “Failbot.” They needed a system that:
Worked to help free up IT professionals from low-value tasks
Didn’t break every few weeks
Didn’t require engineering cycles just to maintain it
A Wide‑Ranging Vendor Search
Webflow evaluated nine vendors in an exhaustive POC. Some tools had interesting features, but none provided the right mix of:
Performance (automation, deflection)
Stability
Simplicity
Slack‑native experience
Accuracy
Control for the IT team
Then a timely introduction led them to Console and the differences were readily apparent.
“Within three or four days, we had our decision. This actually works.”
Tory Harmon, IT Support Engineer
Flowbot 2.0: Powered by Console
The difference was clear. With “Flowbot 2.0” powered by Console, it resolved routine requests on its own and only generated tickets for those that truly needed human attention. Routine, low-level requests were handled instantly in Slack, and critical edge cases were routed to real people.
Within weeks:
Weekly deflection hit 70–80%
Peak deflection hit 87%, the highest in Webflow’s history
Beyond the automation improvements:
Time Back: Engineers reclaimed full days by eliminating maintenance of the old bot and used the time to build new automations.
“Entire days are given back to me, and now I get to build automations instead of just maintaining them.”
Tory Harmon, IT Support Engineer
Skill Growth & Team Morale: With Level 1 tickets handled automatically, help desk staff gained bandwidth to learn systems like Salesforce and take on higher‑value projects.
No‑Code Control: Console Playbooks made automation fast and enjoyable; teams built workflows in minutes, solved recurring issues without developers, and extended automation across departments.
“You see a problem and think, ‘I can solve this with a playbook.’ It’s fun again.”
Tory Harmon, IT Support Engineer
A Partner, Not Just a Vendor: Console co‑built with Webflow’s team, enabling faster iteration and a solution aligned to real workflows.
“It’s sometimes hard for me to believe you have other clients because you’re so there for us whenever we need you. It feels like you’re our own product development team.”
Lalena Boetto, Sr. Director of Corporate Engineering Foundations
Expanding Beyond IT: One Front Door for Every Department
Today, Console is:
Fully deployed in IT and People Ops
Actively rolling out to Finance, Accounting, Legal, and Procurement
What started in IT and People Ops will become a blueprint for the rest of the business. The same patterns that power password resets and access workflows in Slack can be reused for expense questions in Finance, vendor onboarding in Procurement, or contract requests in Legal. Every new department that onboards to Console plugs into the same front door, instead of spinning up a new form, inbox, or ad hoc Slack channel.
The result is a single internal support experience that feels consistent no matter who you are asking for help from. Employees do not need to remember which tool to use or which email to send - they just ask in Slack and Console handles the routing, resolution, and escalation. For leaders, this creates a shared view of where time is spent across the organization and exposes bottlenecks that were previously hidden in scattered inboxes.
As Webflow extends Console across G&A, it is effectively wiring automation and self-service into the operating system of the company. Webflow’s vision is to extend the same automation and speed across every department, building one front door for all internal requests and setting the stage for company-wide transformation in how time and efficiency are managed.
When asked what would happen if Console disappeared, the Webflow team said:
“If we were to rip out Console, we’d be left with inferior products. Console is deeply tuned to how help desks actually work, and that’s what makes it superior.”
About Console
Console is the AI-powered automation platform that helps companies like Ramp, Scale, and Webflow automate 50%+ of internal support requests before they ever reach a human.
See what Console can do for you.
