Case Study 4: Scaling Operations and Driving Automation at a Global eCommerce Company

Challenge:
Customer support operations were inefficient, with long response times and manual workflows impacting customer satisfaction.

Approach:

• Implemented a new ticketing system (Zendesk), automating over 30 manual processes.
• Developed a two-year roadmap to scale the SFN support team from 0 to 70 people.

Impact:

• Reduced first response time by 83% (from 16 hours to 2.7 hours).
• Increased Customer Satisfaction Score from 40% to 85%.

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