Case Study: SpotOn operationalizes customer conversation insights with MaestroQA

Spoton cuts time-to-insight from 2 days to 1.5 hours with MaestroQA

Spoton, a software company that helps restaurants and retailers manage operations, faced a challenge in scaling its customer support insights. The team was only manually reviewing 3-5% of support tickets, leading to unreliable reporting, slow response times, and a lack of clarity on the drivers of churn for other departments. They partnered with vendor MaestroQA to operationalize their conversation data.

The solution involved using MaestroQA's LLM analysis to review 100% of support tickets, enriched with business context from Snowflake. This provided trusted, actionable insights routed to over 13 departments. The results were significant, including a 30% increase in CSAT, a 120% decrease in agent ramp time, and a 300% increase in monthly coaching sessions, while reducing time-to-insight from two days to under 90 minutes.

Spoton