Case study

24/7 Customer Support

Align SLA with working time frame and ensure adequate coverage during nights and weekends to enhance efficiency and avoid burnout.


Industry: FinTech
Business Model: Dedicated Team
Duration: 2 years - ongoing
case study FinTech 24/7 Customer Support
1000+
Tickets solved / month
27 min
Average reply response rate
200%
Extension of covered shifts

Main Challenges

Lack of official KPIs on the project: Without clear Key Performance Indicators (KPIs), it becomes challenging to measure progress and success, making it difficult to evaluate the project's effectiveness and identify areas for improvement.

The discrepancy between SLA and working time frame: When the Service Level Agreement (SLA) does not align with the project's designated working time frame, it can create confusion and hinder efficiency, leading to difficulties in meeting client expectations and maintaining quality standards.

Insufficient coverage during night shift and weekends: Having only one agent to cover the night shift and weekends puts excessive strain on that individual, potentially leading to burnout and negatively impacting the project's performance during critical periods when customer support or service is needed.

IntelligentBee Solution

IntelligentBee deployed a team of 4 people

We re-discussed the key performance indicators (KPIs) with our client, ensuring a clear understanding of their expectations and goals. By aligning our objectives, we established a solid foundation for measuring success and evaluating performance. This step allowed us to refine our strategies and tactics to better support the client's desired outcomes.

To gain concrete insights into agent efficiency, we configured the working hours on Zendesk, a customer support platform. By accurately tracking agent activities and response times within specific time frames, we obtained valuable data for performance evaluation. This data-driven approach enabled us to identify areas for improvement, optimize resource allocation, and enhance overall efficiency in delivering customer support services.

After analyzing the statistics for case volumes, we observed a lower volume of cases on weekends. Taking this into consideration, we adjusted the agent coverage schedule to maximize productivity and maintain service levels. We strategically allocated resources to cover the peak hours during weekdays while leaving the weekends free for agents. Additionally, we modified the start time of the first shift, delaying it by two hours to align with the peak demand, ensuring efficient coverage during critical periods. The second shift remained unchanged, providing consistent support throughout the day.

Payscore

“Automating income verification requires establishing trust with the applicant immediately. If they have questions, our success and our brand are entirely dependent on answering their questions clearly, accurately, and immediately. The team at IntelligentBee feels like our team. They staff our front line support, respond as if their personal success depended on it, and do so with the thoroughness and excellence that keeps our customers happy, our success metrics off the charts, and our business expanding.”

Stephen Arifin

Founder, CTO of Payscore

http://www.payscore.com

“They are great. The management team is on top of issues and very communitive. When we need more bodies, they are ready with fresh supply and very efficient.”

Ryan Cable

Manager of Client Success at Bravo Store Systems

“As we were looking to expand our support operating window, we had spoken with a few different vendors in locations varying from the North America to Europe. IntelligentBee approached us at the right time where they wanted to understand our business line and operating model to cater to. From the outset, they paid attention, and were able to meet our demands swiftly. Having worked together so far for half a year, they continue to provide the necessary attention, are good at following up, and monitoring the team's progress.”

Michael Tsangaris

Customer Success Manager at Suade

API Platform

“IntelligentBee was instrumental in us becoming a 24/7 support shop. Before, we performed as an on-call service that had some engineers work overnight. Now, that’s no longer needed, which is a success story in my book. Their engineers molded into our culture. IntelligentBee’s passionate for their customers, focusing on their experience and maintaining customer satisfaction. They’ve done an excellent job exuding what’s essential for our organization to our customers.”

Cassie Brown

Head of Technical Support, API Platform

“IntelligentBee is faster than us. They’ve been on time and within budget every time. They have created an environment that makes employees happy to be working for the company. This certainly shows in IntelligentBee’s productivity and ability to be flexible, quick, and high-quality.”

VP of Support and Business Operations, Communication Platform

SendGrid

“We partner with IntelligentBee to both accelerate development efforts and provide global technical support services to our customers. The development solutions they provide are durable, scalable, and deliver results. The technical support they provide allows us to quickly solve or escalate customer problems and drive customer loyalty. They operate as a seamless extension of our domestic team and always produce results.”

Ken Apple

VP of Support and Business Operations, Sendgrid

Nettbil

“The quality of work is very good. Thanks to IntelligentBee efforts, the data translation process has gone successfully. They are communicative and accurate in providing progress updates. Their team has provided project management smoothly.”

Daniel Drangsholt

CFO, Automotive Dealers

“I have been working with IntelligentBee's team since 2020. The team are so easy to work with and very knowledgeable about different approaches for any app development. They provide a lot of guidance to my team, and made many helpful suggestions and recommendations we weren't even thinking about. I love that they were so passionate about our project and they completed each stage on time. I will continue to work with them.”

Ron R.

Founder and Managing Director

Floca

“When IntelligentBee took over this project, things began to catch up, even though many teams had worked at Floca! Without the help of IntelligentBee, we could not have launched the version we wanted! Thanks for the wonderful team!”

Ionut Patrascoiu

CEO Floca

Carnegie Technologies

“IntelligentBee has been a really great company to work with. Their development team is staffed with some really excellent technical folks, and we’ve had great success giving them big challenges and watching them come up with good solutions in a reasonable amount of time. We’ve even had them come in to improve the work of other development teams, which they’ve always done with good enthusiasm and great effect. They are also very responsive to our needs, and quick to dive in and help out. I’m very thankful for our partnership with IntelligentBee, and I am happy to have them on the team.”

Nicholas Armstrong

Director of Software at Carnegie Technologies

Afterhills

“IntelligentBee did an excellent job in working with our team and it was quite a surprise for us to see the festival app ready within 4 weeks. They were always on time and responsive to our needs and ideas. Surely we’ll continue to develop and expand the app alongside IntelligentBee.”

Vasile Biber

CTO Afterhills

Tailored Pricing, Real Value

Flexible plans to perfectly fit every business size and requirement. Discover the best value for your specific needs.

Get your quote!
Bespoke Solutions, Budget-Friendly

At IntelligentBee, we've designed our pricing to be as adaptable as our services. With four 4 team packages, we're catering to businesses that need flexible support without the overhead.

For those desiring dedicated hands on deck, our 3 dedicated team packages ensure you have experts committed only to your brand. It's like having your own in-house team, minus the stress and overhead.

Whether you're a rising startup, an SME, or part of the bustling Ecommerce and Tech worlds, our pricing scales with your growth. Dive into a partnership that values your budget and business needs.

Ready to Scale Your Business?

Unlock efficiency, reliability, and top-notch service tailored just for you. Let's chat about the possibilities!

Book Your 30-Min Call!