Case study | Customer Support

Payscore: Improving SLA Compliance and Weekend Coverage in Fintech Support Operations


Enhance SLA compliance and meet weekend coverage demands by optimizing resources and customer support operations effectively.

Industry:
FinTech
Location:
United States
Partnership:
5.5 years (ongoing)
case study FinTech Payscore: Improving SLA Compliance and Weekend Coverage in Fintech Support Operations
500
Tickets solved / month
24 sec
Average chat response
7 days
Coverage

Challenges

  • Weekend support gaps causing Monday backlogs and SLA inconsistencies.
  • Limited budget for expanding internal support coverage.
  • Need to maintain fast response times across chat and email while managing a steadily increasing support volume.
  • Growing customer base required more predictable and scalable support operations.

Solution

  • Implemented a hybrid support model (pay-per-interaction + agents team) aligned to budget and volume needs.
  • Activated full weekend coverage to ensure 7-day responsiveness.
  • Optimized workflows and prioritization to stabilize SLAs across all channels.
  • Delivered rapid chat response with processes calibrated for sub-30-second handling.

Results

~500 tickets/month
consistently handled
24-seconds
average chat response time
7-day coverage
including full weekend operations

Business Value

  • Predictable, scalable support without increasing internal headcount.
  • Lower operational burden and zero weekend backlog.
  • Stronger customer experience due to faster responses and full coverage.
  • Long-term operational stability validated through a multi-year partnership.

Want similar results in your support operations?

Book a structured 30-minute review to evaluate your current support performance and identify improvement opportunities.

Talk to an expert

“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

“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

“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

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

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

“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

“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

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

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

Let’s build customer support that feels in-house


Schedule a call with our support operations experts to maximize performance, elevate Customer Experience and unlock team scalability.

Trusted by growing Tech, SaaS, and E-commerce companies worldwide.


Industry:
Type of client:

E-commerce (Automotive)
Used-car sales & auction platform

Industry:
Type of client:

SaaS
Cloud email service provider

Industry:
Type of client:

Fintech / Gaming-financial
Financial-rewards platform for gamers

Industry:
Type of client:

Saas
Regulatory-compliance platform for financial institutions

Industry:
Type of client:

Fintech
Identity & income Verification platform

Industry:
Type of client:

SaaS
Feature-management platform

Book a 30-min Call with a Support Expert

* By submitting this form, you agree to share your information with IntelligentBee in accordance with our Privacy Policy.

You’re scheduled!


Your 30-min call with our support expert is confirmed.

Check your inbox for meeting details and next steps. We’re looking forward to learning more about your support goals.

You haven’t booked your call yet!


We’ve received your details, now choose a time that works best for you.

Our support experts are ready to connect.

Schedule your call

Explore more case studies

Standardizing data workflows and eliminating cross-platform discrepancies to restore reporting accuracy and operational visibility.
View case study
Automating priority-based email workflows to improve response time, reduce processing overhead, and strengthen client relationships.
View case study
Align SLA with working time frame and ensure adequate coverage during nights and weekends to enhance efficiency and avoid burnout.
View case study
Improve SLA compliance and ticket resolution times to enhance customer satisfaction and mitigate potential business risks.
View case study
Efficiently manage varied SLA timeframes and allocate resources to provide 24/7 support for timely, satisfactory customer resolutions.
View case study
Streamline invoice processing by standardizing formats, optimizing workflows, and efficiently allocating resources to meet short SLAs for timely handling.
View case study