Case Study: PropelCare achieves 90% SLA and 70% automated resolutions with Vtiger Help Desk

PropelCare relies on Vtiger Help Desk to ensure Flight enthusiasts are not left in mid air

PropelCare is the support team for a popular drone maker (Skymaster) that was swamped with thousands of customer cases while operating with a very small team. With customers spread across languages and issue types—from billing and L1 questions to advanced troubleshooting and repairs—leadership needed to improve response times and meet SLAs without hiring more staff.

Using Vtiger Help Desk, PropelCare automated inbox intake, routing, assignment and intelligent responses so agents only handle complex repairs and escalations. The new workflow and one‑screen interface resolved over 70% of issues automatically, delivered 90% SLA fulfillment, got the team live in two weeks, and enabled them to handle ~30% more cases daily while cutting costs to less than half of their previous solution.

PropelCare

Krishna Sanjeeviah

PLM Head