Case Study: Veeqo achieves higher support productivity and team morale with Geckoboard

Chef-turned-support-manager Ade Mitchell reveals the secret sauce to boosting productivity at Veeqo

Veeqo is a 40-person UK SaaS that helps retailers sell and ship worldwide; its four-person support team handles about 500 tickets a month across phone, email, chat and social. When Ade Mitchell — a former chef turned support manager — took charge he faced slow onboarding, inconsistent training and a fragmented first- and second-line process that caused miscommunication, high escalation rates and long ticket resolution times.

Ade introduced a distilled four-week training program, live Geckoboard visibility and gamified incentives (weekly targets and “Wow” rewards), merged first- and second-line workflows and rearranged seating so teams could collaborate directly. He also added multi-source CSAT tracking, quick tutorial videos and a structured bug-prioritization process with Product. The changes sped onboarding, cut escalations from 60% to 18%, reduced average open tickets from five days to two and noticeably improved morale, with further goals still in progress.

Veeqo

Ade Mitchell

Chef Turned Support Manager