That was the bar Brightline's support team needed to clear heading into the busiest stretch of the year. We built the plan around it. Here's how it played out.
From a 4-hour average down to 1 hour 18 minutes — well inside the 2-hour goal we set together, and sustained through the highest-volume season of the year.
Ticket volume rose 30% with the same 40-agent headcount — zero added strain on the budget.
CSAT climbed 8 points, from 81% to 89% — proof that speed didn't come at the cost of quality.
Brightline's busiest weekend of the year hit during the same window we were targeting for the 2-hour goal. The team absorbed 6,200 tickets and started Monday with a clean queue — the clearest evidence yet that the workflow holds up under real pressure.
Faster resolutions meant Brightline's support team absorbed 30% more volume without expanding the team. By our estimate, that's roughly 2 hires you didn't have to make — about $90,000 in avoided headcount cost, against a $48,000 annual contract.
8 of your 40 agents — the Returns team — are still working out of a shared inbox instead of Reso. They're not getting the routing, the response-time tooling, or the visibility the rest of the org now relies on.
That's not a knock on the team. It's the clearest opportunity left on the table, and it's one we can close in this renewal.
Nearly 4 in 10 tickets are simple order-status questions — exactly the volume that's been clogging the Returns team's inbox. AI-Autoresponder handles those automatically, instantly, around the clock.
That frees Returns agents to finally work inside Reso on the cases that need a human — with the same routing and visibility the rest of the team already has.
Three things, six weeks.