Uma Health, a healthcare scale-up, needed a structured way to handle customer support without adding complex tools. Co-founder Thibaut Santermans shares how they built a complete support workflow in Notion using Slap.
Read our complete Q&A with Thibaut below:
How would you describe your workflow before using Slap?
Before Slap, we didn’t really have a customer support workflow. We had a simple contact form on the website, questions came in, and we replied manually via email. There was no real structure, no central overview, and answering recurring questions took a lot of time.
With Slap, I was able to connect our email inboxes and website contact form directly to Notion and centralize all incoming questions there. Using Notion automations and Notion AI, we can now answer tickets much faster, often based on previous replies. We also respond directly from Notion, while customers still receive a proper email reply. That extra bit of friction is actually a plus for us, because it helps manage support volume.
How are you using Slap today? How has your process evolved?
Today, we use Slap as the backbone of our customer support workflow, fully integrated with Notion. Everything is centralized, automated where possible, and designed to feel intuitive. Because our team already works in Notion, there was no new tool to learn, which made adoption very easy.
Another big advantage is that all customer support data now lives in Notion. That makes it easy to reuse insights for FAQs, documentation, or even marketing content. We also see potential use cases for sales follow-ups and lightweight pipeline tracking—similar to a CRM—but without the heavy overhead of tools like HubSpot.
What benefits have you noticed since implementing Slap?
Since implementing Slap, we’ve reduced the time spent on customer support by roughly 80%, which is huge for us as a scale-up. It eliminates a lot of manual work and keeps everything in one place.
Slap is simple, flexible, and works especially well if you’re already email- or Notion-based. Because it builds on Notion’s flexibility, you can design workflows exactly the way you need them—whether that’s customer support, CRM, or sales pipelines. On top of that, it’s significantly more affordable than traditional customer support tools, while giving us more control and less friction.