Quarterly Business Review
Brightline & Reso – Q3 2024
Our Shared Goal (Q3)
- Reduce first‑response time to under 2 hours.
- Maintain or improve CSAT while ticket volume spikes.
- Drive adoption across all support teams, especially Returns.
First‑Response Time
Target: < 2 h • Achieved: 1 h 18 m
Ticket Volume + Headcount
Holiday season ticket volume ↑ 30 % – handled with the same 40 agents.
Customer Satisfaction (CSAT)
From 81 % to 89 %
Win Story: Black Friday Weekend
- 6,200 tickets logged across 48 hours.
- Zero backlog by Monday – all tickets resolved.
- Demonstrated scalability of Reso under peak load.
Opportunity: Returns Team Adoption
8 agents in Returns still rely on email – a hidden risk.
- Slower response for order‑status queries.
- Limited visibility into returns‑related metrics.
- Potential churn point if not addressed.
Financial Impact
Faster resolutions saved the cost of ~2 new hires (≈ $90 k annually).
Next Step: AI‑Autoresponder Add‑on
Automates ~40 % of simple “Where’s my order?” tickets.
- Reduces load on Returns team – lets them focus on complex cases.
- Maintains sub‑2‑hour first‑response SLA for routine queries.
- Integrates seamlessly with existing Reso workflow.
+ $12 k / year
Our Ask
- Renew 40 seats for another year – $48 k.
- Add AI‑Autoresponder – $12 k / yr.
Combined investment: $60 k / year
Next Steps
- Confirm renewal & add‑on by July 20 (6 weeks).
- Kick‑off implementation plan – training for Returns team.
- Set Q4 metrics – track AI‑handled volume & further CSAT lift.
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