What it looks like when the highest ROI bottleneck gets fixed first.
The bottleneck we found, the workflow we deployed, and the revenue or time recovered for each customer below.
Resolution AgentHighline Outdoor Co.Highline Outdoor Co.
Boulder, CO · 9-person team · DTC outdoor gear ecommerce
Highline never hired a support team. The founder and one generalist ops hire split the Zendesk inbox between product launches, and most of what came in was the same handful of questions asked a different way.
- <2 min Typical time to resolve a routine ticket, down from same-day
- 68% Of tickets resolved without the founder touching them
- ~2.5 hrs/day Founder time reclaimed during peak season
Triage AgentFernwood SoftwareFernwood Software
Austin, TX · 22-person team · B2B project management SaaS
Fernwood's support inbox was worked first-in-first-out by two customer success reps who also owned onboarding. A churn-risk ticket had the same odds of getting seen quickly as a routine question.
- <5 min Time to first response on flagged urgent tickets, down from same-day
- 100% Of tickets classified on arrival, nothing sits unsorted
- 0 VIP tickets missed in the last quarter, down from a recurring problem
Follow-Up Agent + Insights AgentDriftwood Coffee RoastersDriftwood Coffee Roasters
Portland, OR · 2-person support team · DTC subscription coffee
Driftwood's subscription model meant a steady stream of "where's my bag this month" tickets, plus a growing backlog of tickets marked waiting on the warehouse that nobody had time to chase.
- 0 Tickets left waiting past 7 days without a follow-up
- 3 tickets Volume before the shipping issue got flagged, down from a dozen or more
- 4.7 / 5 Current CSAT, up from 4.1 before deployment