Six months in. The numbers are clear. What's next is even clearer.
Prepared by
Reso Account Team
Presented to
Brightline Support Leadership
Date
June 30, 2026
Reso × Brightline
Today's Session
What we'll cover
1
Goals we set together
What we committed to last quarter
2
The results
Response times, CSAT, ticket volume — the full picture
3
The Black Friday win story
What your team pulled off under real pressure
4
One honest gap + the opportunity inside it
The Returns team, and why now is the moment to act
5
ROI, the ask, and next steps
What renewal + AI-Autoresponder looks like for Brightline
Reso × Brightline
Last Quarter's Commitment
The goals we agreed on
Before we show you the wins, here's what we both signed up for.
First-Response Time
4h 00m
When you started with Reso
Target we set
Under 2h
Q2 2026 goal
Ticket Volume (Handled)
Baseline
Same 40-agent team
Target
Absorb growth
No new headcount
Reso × Brightline
Q2 2026 Performance
You didn't just hit the goal. You blew past it.
First-Response Time
1h 18m
Down 68% from 4 hours
Goal was: under 2h ✓
CSAT Score
89%
+8 pts from 81%
Industry avg: ~78%
Ticket Volume Growth
+30%
↗ Absorbed with same team
Zero additional hires
First-Response Time — journey to goal
Reso × Brightline
The Defining Moment
Black Friday weekend. Your team's finest hour.
The busiest weekend in e-commerce — and Brightline's support team was ready.
Tickets Handled
6,200
Fri–Sun, Black Friday weekend
Backlog by Monday
Zero
Fully cleared before the week started
Same Headcount
40
Agents — no overtime spike, no panic hires
"This is why we moved off our old tool. Last Black Friday we were digging out until Wednesday. This year my team actually had their weekends."
— Brightline Support Lead (voice of the customer)
Reso × Brightline
One Honest Gap
The Returns team — still on email.
8 of your 40 agents are handling returns via old inboxes. We want to call this out directly, because there's both a risk and a real opportunity here.
The Risk
!
Returns tickets fall outside Reso's SLA tracking — your true response time is likely slower than it looks.
!
Customer experience is inconsistent: some buyers get fast help, Returns customers get email delays.
!
Visibility gap: leadership can't see Returns performance in the same dashboard as the rest of the team.
The Opportunity
→
Bringing Returns onto Reso completes your support coverage — one team, one platform, one SLA.
→
~40% of Returns tickets are simple status updates ("where's my refund?") — perfect AI-Autoresponder territory.
→
Fixing this now, before renewal, sets the right baseline for the next contract period.
Reso × Brightline
Business Impact
What Reso has actually saved you.
Estimated savings
$90k
In avoided headcount this year alone
Hires avoided (30% volume growth, flat headcount)
Absorbed holiday surge without adding agents
~2 FTE
Fully-loaded cost per support hire
Salary + benefits + onboarding + tools
~$45k
Annual Reso contract
40 seats · current plan
$48k
Net savings after Reso cost
+$42k
This doesn't include the CSAT improvement, Black Friday resilience, or executive reporting time saved — those compound the value further.
Reso × Brightline
The Proposal
Renewal + one smart addition.
Here's what we're recommending — and why the math works even better than the renewal alone.
Reso Core · 40 Seats
$48,000 / year
Everything your team relies on today. Same seats, same pricing — we're not touching what's working. You've earned the renewal at these terms.
New Add-On
AI-Autoresponder
$12,000 / year
Automatically handles simple, repetitive tickets ("where's my order?", "what's my refund status?") — the ~40% that don't need a human. Frees your Returns team. Pays for itself in hours saved.
Total Annual Investment
$5,000/month · renew within 6 weeks to lock current seat pricing
$60,000
Reso × Brightline
AI-Autoresponder
Why this is the right move for Brightline right now.
Handles ~40% of ticket volume automatically
"Where's my order" and "what's my refund status" account for nearly half your inbound. The AI resolves these in seconds, not hours.
Finally brings the Returns team onto Reso
The AI is the perfect entry point — start with returns automation, get the team comfortable, migrate email workflows over Q3.
Scales automatically for the next Black Friday
AI doesn't need shifts or overtime. Volume spikes get absorbed before they hit your agents.
Quick math on $12k/yr
At current volume, AI handling 40% of tickets = ~24h/week of agent time freed per week. That's one FTE's capacity redirected to complex issues and Returns onboarding.
Reso × Brightline
Moving Forward
A clear path to renewal + AI launch.
1
Confirm renewal decision
Brightline leadership + Reso Account Team
This week
2
Sign renewal order form (lock current seat pricing)
Procurement + Reso CSM — we'll send the doc
By Jul 11
3
AI-Autoresponder pilot setup — Returns team first
Reso onboarding team + Returns team lead · 2-week ramp
Week of Jul 14
4
Returns team fully migrated off email
Full 40-agent team unified in Reso — first time ever
By Aug 1
You came to Reso with a 4-hour response time and a team under pressure.
You're leaving this QBR with 1h 18m, 89% CSAT, and a zero-backlog Black Friday.
The next chapter is about doing that for every single customer — including Returns.