Case Study: SMARTY achieves a 99% reduction in median first-response time with Intercom

SMARTY reduced their median first-response time by 99% with Intercom

SMARTY is a UK SIM-only mobile MVNO focused on simple, honest plans. Rapid growth pushed monthly conversations from ~30k to as many as 56k, creating a backlog of over 2,000 chats and leaving customers waiting days for a response while the support team became overwhelmed.

SMARTY implemented Intercom (Team Inbox, workload management, Custom Bots, Resolution Bot and Articles) to balance agent workloads, automate self-service, and centralize help content. The changes cut median first-response time by 99% (to about 3 minutes), Resolution Bot now handles 12% of chats (≈37k conversations/year) saving ~7,000 support hours, and the team saw improved customer outcomes, including a 17-point NPS increase.

SMARTY

Gill Fisher

Head of Customer Experience & Delivery