Reduce ticket time by 35%
B2B SaaS company (anonymous) · Technology
35%
Reduction in avg. handle time
50%
Faster first response
20%
More tickets resolved without escalation
Challenge
The support team was drowning in volume. Tickets landed in a single queue, and reps spent as much time triaging and reassigning as solving issues. First response times were inconsistent, and escalations were hard to track. They needed delivery capacity, not another slide deck.
Solution
01AI aligned scope and success metrics with the client, then introduced a partner engineering team with deep ticketing and LLM-assisted summarization experience. The partner implemented triage by type and urgency, routing to the right team, auto-generated summaries for context, and escalation paths with SLAs—integrated with their existing helpdesk.
Results
Within two months, average handle time dropped by 35% and first response time improved by 50%. The team resolved 20% more tickets without escalation because the right person saw the right ticket first. Managers gained visibility into bottlenecks and could adjust routing rules with the partner as needed.
“We went from reactive to proactive. 01AI got us to a partner who actually shipped—now we spend time helping customers instead of moving tickets around.”