Case Study: Backstage achieves global support scaling and faster fraud review with PartnerHero

Backstage scales support to 30+ associates across 6 countries with PartnerHero

Backstage, a SaaS platform for casting and entertainment project management, faced significant challenges supporting its global expansion and managing user-generated content moderation. Their US-based team struggled to provide timely 24/7 support and quickly vet international casting calls for fraud, which risked project delays and user harm. PartnerHero was engaged to help solve these support and content moderation issues.

PartnerHero implemented a hybrid support model, providing highly-trained associates who became a true extension of the internal team across multiple time zones and languages. This solution drastically reduced fraud detection turnaround times from hours to minutes, improved response times for international customers, and allowed Backstage's internal team to focus on higher-priority work. The partnership scaled successfully from a small pilot to over 30 associates supporting six brands, resulting in an enhanced customer experience and secure global growth.

BackStage