Case Study: PayByPhone boosts CSAT to 80% and unites distributed support teams with Geckoboard dashboards

How Director of Customer Support Jodi Miller brought together the distributed support teams at PayByPhone

PayByPhone is a Vancouver‑based parking app with 3 million monthly users and $325M processed annually, operating with about 150 employees and support teams across Vancouver, London, Paris and an outsourced tier‑one in Prague. When Jodi Miller arrived as Global Director of Customer Support she found siloed regional teams, no tracking or tooling, and the challenge of resolving roughly 12,000 tickets a month with fewer than a dozen agents while also proving the strategic value of support to the rest of the company.

Jodi introduced Zendesk, Geckoboard, Slack and Confluence, set KPIs and visible dashboards, and focused on coaching and shared documentation to drive collaboration and consistency. The changes cut escalations, boosted cross‑region help, integrated support into product QA/UI, and lifted global CSAT from its 65% starting point to about 80%, while increasing team motivation and internal visibility of support’s business impact.

PayByPhone

Jodi Miller

Director, Customer Service