Prepared for Brightline — E-commerce Support Leadership
Account: ~$48k / yr · 40 support agents · Renewal window: 6 weeks
Presented by your Reso account team · June 2026
RESOConfidential · Prepared for Brightline
Agenda
Where we've been, and where we go next
A partner's review — your wins first, the honest gaps second, and the obvious next step to close them.
1
Recap — the goal we setFirst-response time under 2 hours. The bar we agreed to last quarter.
2
Results — what the numbers didResponse time, ticket volume, and CSAT across the quarter.
3
Wins — Black Friday, zero backlogThe proof that the team + platform can scale.
4
The gap — the Returns team8 agents still on email. A risk we name plainly — and a fix.
5
ROI & the ask — renew + AI-Autoresponder$90k in avoided hires. The add-on that finishes the job.
RESOBrightline QBR · Q2 2026
Recap · Last Quarter's Goal
The promise: first-response under 2 hours
Last QBR we set one measurable bar together. Here's what we were starting from, and what we committed to.
First-response time at start of engagement
Hours per ticket, first agent reply
Starting point
4h 00m
first response, Q4 last year
The goal we set
< 2h 00m
agreed target, last QBR
A single, honest number — the one metric that touches every customer's first impression of Brightline support. Everything this quarter was built around moving it.
RESO02 · Recap
Results · This Quarter
We hit 1h 18m — and the bar held under load
The goal was under 2 hours. You came in at 1h 18m, a 68% reduction from where you started — and held it through a 30% volume spike with no new headcount.
First-response time
1h 18m
▼ from 4h 00m · −68%
Ticket volume
+30%
holiday spike, same team
CSAT
89%
▲ from 81%
Response time trend across the quarter
Weekly average, hours per first reply
RESO03 · Results
Win Story · Black Friday Weekend
6,200 tickets. Zero backlog by Monday.
The moment the whole quarter was building toward — and the team + platform delivered clean.
6,200tickets
Inbound over the Black Friday–Cyber Monday window — the single highest-traffic stretch in Brightline's history.
0
BACKLOG MON AM
1h 12m
AVG RESPONSE
Daily inbound vs. resolved (Black Friday week)
Bars: inbound · Line: resolved same-day
Resolved tracked inbound within the same day across all six days — backlog at zero entering Monday morning.
RESO04 · Wins
The Honest Gap
Your Returns team is still on email.
We said we'd lead with your wins and be straight about the soft spots. This is the one — and it's also the door to the next move.
Where Reso is — and isn't — being used
Share of support volume handled in Reso, by team
The risk
8 Returns agents operate outside Reso entirely — no SLA visibility, no CSAT captured, no volume counted in the numbers above. When renewal lands, that team is the easiest place to question the value of the seats.
The opportunity
The Returns queue is overwhelmingly simple "where's my order" questions — exactly the work that shouldn't need a human at all. That's the opening for what's next.
RESO05 · The Gap
ROI · What Faster Resolution Bought You
~$90k in hires you didn't have to make
The 30% volume increase arrived without a 30% headcount increase — because resolution got fast enough to absorb it. The math on what that avoided:
~$90ksaved
~2 support hires the team did not need to add to keep pace with holiday volume — at a fully-loaded ~$45k per agent.
Cost to serve the holiday spike
Without Reso vs. with Reso, Q4
RESO06 · ROI
The Ask
Renew the 40 — and add the thing that finishes the job
The Renewal locks in what's working. The AI-Autoresponder closes the gap we just named — auto-handling the simple 40% so the Returns team finally has a reason to come inside Reso.
Recommended for renewal
40 seats + AI-Autoresponder
Renewal — 40 agent seats$48,000 / yr
AI-Autoresponder add-on (new)+$12,000 / yr
Total annual$60,000 / yr
Why the add-on, specifically
AI-Autoresponder auto-resolves the ~40% of tickets that are simple "where's my order" / status checks — the exact queue overwhelming the Returns team today.
→Brings the Returns team into Reso — measured, SLA-tracked, CSAT-visible.
→Frees those 8 agents for the complex cases that actually need a human.
→Extends the same 1h-18m response standard to the last unmeasured queue.
RESO07 · The Ask
Next Steps · The Next 6 Weeks
A clean path to renewal — and a fast start on the add-on
No surprises in the runway. Here's the sequence we'll run together between now and renewal.
Week 1–2 · Now
AI-Autoresponder pilot
Stand up the add-on on the Returns "where's my order" queue only. Measure auto-resolve rate against a 35% target before anything changes contractually.
Week 3–4
Renewal paperwork, 40 seats
Lock the core renewal at the existing 40-seat terms. No scope change to what's already working — this is the foundation, not a negotiation.
Week 5–6
Add-on live + Returns onboarding
Roll AI-Autoresponder into the live queue and onboard the 8 Returns agents into Reso. First measured CSAT for that team by end of runway.
Our commitment: you see the add-on working on your real Returns volume before the renewal is signed. The upsell earns its place on the same numbers you just saw — not on a slide.
RESO08 · Next Steps
×
Thank you — and what's next
A partner for the next quarter.
Brightline's support operation is measurably faster, cheaper, and higher-rated than it was a year ago. The renewal keeps that running. The AI-Autoresponder is how we finish the one job still left — together.