Case Study: Hologram reduces support handling time with Quack AI

Hologram is a global IoT connectivity platform that keeps devices online worldwide

Hologram, a global IoT connectivity platform, faced significant challenges as rapid growth increased their support volume and complexity. The support team at Hologram was spending excessive time on repetitive tasks and troubleshooting without proper context, leading to lengthy customer exchanges. They needed a solution to integrate with their support stack, provide insights, and reduce resolution times without sacrificing their high standards for customer service.

By deploying Quack AI, Hologram centralized its knowledge and automated the surfacing of relevant customer context within their ticketing system. This integration from Quack eliminated repetitive information requests from support agents. As a result, Hologram reduced iterations per case by 50%, cut handling time by 30%, and accelerated resolution times from days to hours.

Hologram

Carlos Scherer

Senior Manager of Customer Solutions & Support