The Challenge
A fast-growing B2B utility software provider tripling its user base year-over-year found that their small support team was becoming a bottleneck. Technical tickets were piling up, and developers were spending too much time answering support emails instead of coding.
The Solution
DataLoops implemented a tiered support model designed for rapid scaling:
- Tiered Expertise: We created a Tier 1 layer to handle general inquiries and account management, freeing up internal engineers to focus only on Tier 3 critical bugs.
- Knowledge Base Revamp: We overhauled their documentation and implemented a "Self-Service" portal that intercepted 40% of common tickets.
- Agile Onboarding: We developed a rapid training program that could onboard new agents in 2 weeks, allowing the team to grow by 300% without quality degradation.
The Results
The company successfully scaled its user base without support reduced velocity. First Contact Resolution (FCR) hit 85%, and response times stabilized at under 2 hours for high-priority accounts.