What the problem was, what we changed, and what the numbers did afterwards.
Holiday volumes tripled and a three-person in-house team was answering tickets 40 hours late, dragging CSAT to 71%.
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First response
93%
CSAT
-45%
Cost per contact
Two local SDRs cost more than the pipeline they produced, and outreach stalled whenever one of them left.
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Meetings / month
-61%
Cost per meeting
$2.4M
Pipeline in 6 months
Shipment exceptions raised overnight sat untouched until morning, creating detention charges and customer churn.
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Coverage
-38%
Resolution time
-$180k/yr
Detention charges
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