How Cyrano Video Cut Debugging Time by 80%
Learn how Cyrano Video streamlines debugging, empowers Customer Success to resolve 40% of issues without escalation, and improves cross-team efficiency with PlayerZero
80% reduction in engineering hours required for customer support and bug fixes
2 hours saved per Customer Success employee per week
40% of issues resolved without dev team escalation
“PlayerZero goes a step beyond, as they can present a hypothesis for how you can resolve issues in the system. That kind of customer experience is something that only a solution like PlayerZero can provide.” – Matt Gillette, VP of Operations at Cyrano Video
About
Cyrano Video empowers multi-location healthcare groups and Management Service Organizations to create professional, on-brand videos with centralized control and compliance. Hundreds of healthcare organizations, including HCA Healthcare, Medtronic, and UHS, use Cyrano Video to produce scalable, high-quality video content.
Cyrano Video employs a diverse technology stack — Java, Angular frontend, Kafka, Swift mobile app for iOS, and Kotlin for Android. Everything created in their system is backed by Amazon Web Services. They also have Azure DevOps to help them manage sprints and releases, and they communicate regularly through Slack.
Challenge
Safeguarding irreplaceable content while scaling QA across teams
Cyrano Video’s platform powers video creation, making it easy for healthcare providers to create personalized and compliant video content. As usage scaled, so did the pressure to eliminate bugs and ensure a seamless experience for end users.
“It's important that our software is ironclad, keeping video content safe, reliable, and able to be uploaded and sent to our team,” says Matt Gillette, VP of Operations at Cyrano Video. As part of overseeing the Customer Success team, he needed to ensure a seamless experience for customers to record, upload, and manage their content directly. For example, a bug preventing a customer from uploading content could potentially cause that customer to lose the content — and hours of recording time.
Matt and his team also recognized a growing need for a proactive, cross-functional approach to quality assurance. They faced several QA challenges, including a lack of visibility into production issues, time-consuming debugging, and a support model that was more reactive than proactive. Reproducing issues required manually combing through logs and relying on incomplete or second-hand information from customers or the support team. Without a system to assess issue impact, it was difficult to know which bugs to fix first. A limited feedback loop meant customer insights weren’t consistently returning to engineering in a usable form.
Cyrano explored traditional monitoring tools, but most served either the development team or customer success, but not both. Other solutions in the market tend to operate in silos, either focusing solely on monitoring, error logging, or user analytics without providing a unified view of the customer experience. Additionally, most tools lack contextual depth, making it hard to understand who was affected, what exactly happened, and why. They also frequently require technical expertise to extract value, leaving non-engineering teams out of the loop.
That’s when Matt discovered PlayerZero — an end-to-end solution that combines customer session data, automated triage, and intelligent prioritization in one accessible platform.
“Identifying anything across our system that might pose a risk of losing a video is critical for us to grow as a business. PlayerZero sees it, identifies it before it becomes a system-wide problem, and resolves it.”
Solution
PlayerZero delivers shared visibility and real-time issue resolution
Cyrano adopted PlayerZero to unify engineering and customer success around a single, actionable view of product issues. PlayerZero was fully integrated within days, avoiding the months-long ramp-up typical of other enterprise platforms.
PlayerZero helps Cyrano detect and prioritize product issues across its AWS-backed tech stack before users even notice, removing the guesswork and preventing reactive fire drills. With shared visibility into user-impacting bugs as they happen, teams can proactively resolve problems before they generate support tickets or erode customer trust. They can search user logs, pinpoint issues in real time, and receive automated hypotheses to accelerate resolution.
Soon after implementation, one critical moment put the platform to the test: a senior living community client was unable to upload a full day of recorded footage. Cyrano used PlayerZero to trace the error to a specific user and deployed a hotfix overnight, saving both the content and the client relationship. “All we needed to do was type in that user's name into the search functionality within PlayerZero, and the logs of all their recent activity showed up,” explains Matt.
The platform also provided unexpected value, helping Cyrano assign risk levels to upcoming releases and streamline QA before launch. “When we have an upcoming release, we now have a checklist and a risk level associated with each item. We can go through and identify when there is a high risk, then do QA testing prior to release,” notes Matt. Teams now identify, triage, and prioritize product issues with minimal manual effort.
With PlayerZero, Customer Success has become a true first line of defense, often resolving technical issues independently without escalating to engineering. The time-consuming back-and-forth between teams — sharing screenshots, recordings, and detailed explanations — has been virtually eliminated. The improved alignment between teams also supports smoother scaling as the company grows.
“The impact that we've had for customers being able to get their issues resolved in a very timely manner is something that you can’t put a price tag on.”
Results
Faster fixes, stronger collaboration, and proactive support
With PlayerZero, Cyrano’s approach to issue resolution has been transformed. Thanks to the platform’s instant access to session data and contextual insights, Customer Success now operates more autonomously, resolving many issues without engineering support, reducing internal friction, improving cross-team collaboration, and saving hours every week.
Cyrano has seen increased efficiency, faster development cycles, and stronger customer trust through more proactive, responsive support.
80% reduction in engineering hours required for customer support and bug fixes
2 hours saved per Customer Success employee per week
40% of issues resolved without dev team escalation
As Cyrano moves into their next growth stage, they will rely on PlayerZero for product stability and launch readiness, including a new feature that lets anyone in a hospital scan a QR code to crowdsource video content.
“PlayerZero is one of those companies that will always be innovative, so we will continue to lean on them because they bring such a huge benefit for software companies like ourselves.”
