Case Study: Leading CRM Software Company achieves faster ticket resolution and reduced risk with Frame.ai

Leading CRM Software Company Realized a 25% Reduction in Ticket Resolution Times, and a 50% Reduction in Risks

Leading CRM Software Company turned to Frame.ai after Support quality suddenly declined and traditional reporting couldn’t explain why. With more than 100,000 email and chat tickets each month, the team’s first-in, first-out process, limited CRM-helpdesk integration, and manual tags weren’t giving agents the context they needed to prioritize urgent or complex cases.

Using Frame.ai’s custom, language-driven scoring and automatic sentiment analysis across every conversation, the company began routing tickets based on urgency, complexity, and CRM metadata. Frame.ai helped trigger faster escalations to engineering and immediate alerts for high-priority issues, cutting ticket resolution times by 25%, reducing escalation risks by 50%, and restoring the company’s reputation for strong customer experience.