Case Study
Technology Adoption

Transforming Performance with Accountability and Efficiency: From 70% to 93.67% CSAT

Challenge

Our company partner faced issues with overstaffing and underperformance, leading to poor CSAT scores, long turnaround times, and a growing backlog. The U.S. staff lacked accountability and tracking, resulting in missed chats and low-quality ticket responses.

Solution

Systato cross-trained reps across all support fields, ensuring comprehensive coverage. Our multi-country team provided holiday and outage support, absorbing U.S. positions and boosting productivity. We implemented daily, weekly, and monthly tracking for accountability and backlog management. By coaching the team to engage meaningfully with clients, we reduced duplicate tickets and improved resolution quality.

Results

  • CSAT jumped from 70% to over 93%, response times improved dramatically, and overall efficiency soared.
  • Now, we are integrated across several teams, offering additional paid services to agents and brokerages.
client testimonial

“Working with Systato has been game-changing.”

SVP Customer Experience

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