75% Faster Critical Ticket Resolution Through Intelligent Automation
How a B2B SaaS company transformed their support operations and achieved payback in under 5 months
Measurable impact from week one
The Challenge
Support teams were drowning in repetitive questions, manual ticket triage, and hours wasted searching for answers that already existed somewhere in the organization.
Pain Points
- •Critical tickets sat untouched while agents manually searched documentation
- •Same questions answered repeatedly across Slack, email, and tickets
- •Engineers interrupted constantly with "what changed last sprint?" questions
- •No visibility into which documentation was actually useful vs. outdated
- •Handoffs between shifts caused context loss and duplicate work
Before Automation
The Solution
We implemented a workflow automation system connecting tickets, documentation, and change history into a unified knowledge layer with intelligent triage and response assistance.
Workflows Automated
- Automatic ticket categorization and priority scoring based on content analysis
- Instant knowledge retrieval from internal docs, past tickets, and release notes
- Smart routing to the right specialist with full context attached
- Proactive "what changed" summaries for shift handoffs
- Auto-generated draft responses for common question patterns
Tools Integrated
Timeline
8 weeks from kickoff to production deployment
How We Did It
Discovery (Week 1-2)
Shadowed support team for one week. Mapped every workflow, identified the 3 highest-impact automation opportunities, and prioritized based on effort vs. value.
Design (Week 3-4)
Designed the knowledge retrieval system and triage logic. Built integration architecture connecting Jira, Confluence, and Slack. Created human-in-the-loop checkpoints.
Build (Week 5-7)
Developed and tested the automation system. Integrated with existing tools—no rip-and-replace required. Established logging and monitoring for every automated action.
Deploy & Tune (Week 8)
Rolled out to production with the support team. Trained agents on working alongside automation. Fine-tuned based on real usage patterns.
Beyond the Numbers
“The automation handles the repetitive stuff so we can focus on actually solving customer problems. It's like having a really good assistant that never forgets anything.”
Ready for Results Like These?
We use the same proven methodology for every engagement. Let's find your highest-impact automation opportunity.