Case Study: Leading MarTech Provider Achieves 65% Fewer Recurring Tickets with Frame AI

Leading MarTech Provider Achieved a 65% Reduction in Recurring Tickets, and a 21% higher NPS Rating with Frame AI

Leading MarTech Provider, a marketing technology company serving thousands of businesses, needed a better way to understand customer voice across fragmented channels. With only 30% CSM coverage, more than 65,000 support tickets per month, and a low-response quarterly NPS survey process, the team struggled to quantify customer issues, prioritize escalations, and prove business impact.

Using Frame.ai, the company connected Zendesk data and feedback inbox emails to surface top drivers of sentiment, identify issues by segment, and push structured insights into its BI tools. Frame AI helped the team quickly spot billing-related problems in hospitality customers, leading to a process change, a 65% reduction in billing tickets from that segment, stronger renewal rates, and a 21% higher NPS rating.