Case Study: a fintech company clears a 3,000+ ticket backlog with Influx Support as a Service

Fintech company leverages 24-hour coverage to clear 3,000+ ticket backlog

Fintech Company, a leading fintech company, turned to Influx after acquiring a UK-based social shopping platform during the pandemic and facing a surge in support demand. The business was struggling with a 3,000+ ticket backlog, slow response times, and the need for after-hours and weekend coverage to keep customer satisfaction from slipping further.

Influx implemented its Support as a Service model with pay-per-response pricing, management and training included, and email support through Freshdesk, staffed by agents in Jamaica, Indonesia, and Kenya. The result was the rapid clearance of the backlog, first response times under one hour, a 63% one-touch resolution rate against a 55% target, reopened tickets below 3.6%, and an average quality score of 48 out of 50, while delivering full 24-hour coverage seven days a week.