Case Study: RealVNC Achieves 95% CSAT and 90% Backlog Reduction with Crescendo

RealVNC cuts support backlog 90% and hits 95% CSAT with Crescendo

RealVNC, a provider of remote access and support software, faced a critical support challenge as its customer base grew exponentially. The lean support team was overwhelmed, leading to a backlog of hundreds of tickets, the disabling of phone support, and a decline in customer satisfaction (CSAT). RealVNC needed a cost-effective solution from a vendor, Crescendo, to manage the increased demand and restore service quality.

Crescendo implemented its AI-native support platform, which handles the first response on every ticket using RealVNC's product documentation. This solution resolved 60% of tickets without human intervention. The results were significant: the support backlog was cut by 90%, time to reach an agent dropped dramatically, and CSAT climbed back above the 95% target. The partnership with Crescendo allowed RealVNC to scale support effectively without adding new hires.

RealVNC