Partner review · Brightline × Reso
Where Brightline goes next, together.
A look back at a record quarter — and a path to make the next one even stronger.
A look back at a record quarter — and a path to make the next one even stronger.
A clear, shared agenda — and a clear scoreboard for today's review.
Starting point: 4 hours. The team felt it; customers felt it more.
Forecast: +30% tickets during peak. Same 40 agents. No compromise.
Faster answers, happier customers, stronger brand.
That's a 67% reduction — and well under the 2-hour target we set.
Reso's automation and smart routing absorbed the holiday surge — no overtime spike, no contractor spend, no burnout.
Eight points in one quarter — and closing in on the 90% mark we set as a stretch goal.
Your team handled the busiest four days of the year without a single customer waiting past SLA.
"We didn't lose a single customer to a slow response. That has never happened before." — Brightline VP of Support (internal recap, Dec 2)
Your Returns team — 8 agents — is the only group not on Reso. It's the biggest gap in an otherwise excellent quarter.
Returns tickets live in inboxes. No SLAs, no reporting, no visibility. When something goes wrong, you find out from a customer — not from the data.
Returns is highly repetitive: "where's my refund," "how do I start a return." Reso handles this exact pattern better than anything else — and the team gets to focus on the 60% that actually need a human.
Our recommendation: Onboard the Returns team in the next 30 days. Pair it with the AI add-on (next slide) and the gap closes itself.
By handling volume growth without adding headcount, Reso paid for itself many times over.
Reso cost this year: $48,000. Return on investment: roughly 1.9× per quarter — and that's before counting retention, CSAT lift, or agent retention.
AI-Autoresponder handles the ~40% of tickets that are simple "where's my order" questions. Your team handles everything else.
Everything you have today, locked in for another year. No disruption, no migration, no surprises.
Resolves "where's my order," "refund status," and shipping lookups automatically. Finally frees the Returns team to do returns.
Combined new total: $60,000/year. The AI add-on pays for itself if it deflects just 4 tickets per day — and based on your ticket mix, it will deflect hundreds.
Renewal lands on your desk this week. Here's how we get to a signed agreement before it expires.
Your account team emails a single combined proposal by Friday. Includes a 90-day AI-Autoresponder pilot for Returns.
We bring the 8 Returns agents onto Reso in a 5-day sprint. No rip-and-replace — they keep their workflow.
Contract signed before renewal date. AI-Autoresponder enabled the same day. First deflection report within 14 days.