How Prepared Reduced Their Technical Escalation by 57% with Solo

When Ashley joined as Prepared's first support hire, she inherited a familiar startup pattern: rapid product growth without the documentation or internal systems needed to support it.

Prepared had:

• No centralized documentation
• No customer-facing knowledge base
• No internal reference material
• A constantly evolving product with no written history

The only "source of truth" lived in the heads of busy product managers. This setup works early on, but as Prepared scaled, it started to tax the company's ability to support customers.

Impact on the company

• Escalations to engineering skyrocketed
• Support worried about giving incorrect answers
• PMs spent hours clarifying functionality
• New hires took months to onboard
• Overall team velocity slowed

Impact on customers

• Slower response times
• Outdated or missing self-serve documentation
• Longer onboarding and time to resolution

Prepared was scaling quickly, but knowledge wasn't.

Prepared's experience is common for high-growth teams:

• New features shipped constantly
• Docs went stale immediately
• Support became the bottleneck
• Engineering became the fallback
• Onboarding new employees took months

The team didn't need to slow down. They needed a way to keep everyone knowledgeable as they scaled the product.

Prepared implemented Solo in a single day. Solo connected directly to their codebase to automatically:

• Generate internal documentation
• Produce accurate release notes
• Flag changes support needs to know
• Allow support to chat with the codebase

Escalations to engineering dropped by more than half

Prepared tracks escalations through Front and Linear, so Ashley could quantify the change:

• Before Solo: 60% of tickets escalated to engineering
• After Solo: 26% of tickets escalated to engineering

Engineering now spends more time shipping, not explaining.

Support now triages like engineering

Solo gives support visibility into code changes, expected behavior, and recent updates, where historically they previously relied on engineering for.

Support can now answer:

• Is this a bug?
• Is this expected?
• Did something just change?
• Where might the issue be coming from?

"Solo is basically our Tier 2 Support now. We tell engineering exactly where the problem is."

Documentation is now a living system

Prepared rebuilt their entire internal knowledge base in one week.

A customer-facing knowledge base that once took over a month was rebuilt in a single day with Solo.

"Knowledge base updates used to take at least a week. Now it's same-day."

New content that used to take 1–2 days now takes about an hour.

New hires ramp 4x faster

Prepared's newest support hire became a product expert in one month, not four.

"She's surpassing her 30, 60, 90 goals because she asks Solo everything. She's answering questions one month in that people with years of tenure couldn't answer."

Solo also shifted team behavior. Reps who were hesitant to ask questions publicly now get answers privately and instantly.

"It's such a confidence builder. People don't feel like a burden anymore."

Even Ashley uses Solo daily to gut-check changes in a product that evolves constantly.

Prepared's challenges are common:

• Teams ship fast
• Documentation lags
• Knowledge lives in people's heads
• Support becomes dependent on engineering
• New hires take months to ramp
• Growth slows

Solo gives scaling teams the knowledge foundation they don't have time to build, and Prepared shows what becomes possible when that foundation finally exists.