A Remarkable Turnaround with a Lean Team
Achieving More with Less: Enhancing Customer Support Amidst Downsizing
2.11x
Support Effectiveness
Tickets handled per representative
98%
Customer Satisfaction
Measured through CSAT
In the ever-evolving landscape of customer relationship management (CRM) software, Trail had established itself as an industry leader for financial advisers, providing a robust and cutting edge software to manage their client relationships and operate their businesses. However, as their client base expanded, Trail's customer support team found themselves in uncharted territory, grappling with an overwhelming volume of support tickets that threatened to compromise the quality of their support service, which they prided themselves on and had been critical to their success.
As Trail's client base grew, so did the complexity and volume of support tickets. The team, although excellent at what they did, found themselves stretched thin, juggling an increasing number of queries that demanded extensive investigation and long resolution times. Just as they began exploring solutions to enhance their efficiency, an unexpected economic downturn added a new layer of complexity to their operations.
Faced with these external pressures, Trail was compelled to make some tough decisions to ensure the sustainability of their business. Regrettably, this involved downsizing their customer support team, a move that seemed to threaten the high standards of service they prided themselves on. The remaining team members were now faced with an even greater challenge: delivering the same level of exceptional service, but with fewer resources.
“We're getting through all of our tickets so much quicker. Some issues that would take two hours are getting done in 10 minutes.”
Erica Danielson
Senior Customer Support Specialist, Trail
Turning the Tide with Dummi
In this critical moment, Trail discovered Dummi, a B2B SaaS tool that promised to revolutionise their approach to customer support. Dummi seamlessly integrated into Trail's existing way of providing support with Intercom. Due to the complexity of their own product, and the fact their customers often struggled to articulate exactly what they needed assistance with, the team desperately needed deeper insights and more context around what was happening on their users' end. With Dummi, in just one click, their customers could now report issues, providing the Trail support team with a window into exactly what occured with a visual session replay along with crucial debugging information.
This transformed the support team's workflow. Issues that previously required hours of back-and-forth communication to diagnose could now be understood and addressed in a fraction of the time. Dummi not only expedited the resolution process but also significantly reduced the volume of incoming support tickets, allowing the leaner team to manage their workload more effectively.
With Dummi's help, Trail completely streamlined their workflow, and was able to not only maintain but exceed their previous levels of customer support satisfaction. The efficiency gains from Dummi's technology allowed the support specialists to manage their workload more effectively, ensuring that customer queries were addressed promptly and thoroughly, despite the reduced team size.
This newfound efficiency also meant that each team member could handle a larger volume of tickets without sacrificing quality, turning a potential crisis into an opportunity for growth. The team's ability to do more with less not only preserved but enhanced the customer experience, reinforcing Trail's commitment to excellence even in challenging times.
Transforming Support Teams
In just a few months, Dummi was able to to revolutionise a support team's capabilities, altering the trajectory of the core pillar of their business. Dummi not only streamlines the issue reporting and resolution process but also empowers teams to do more with less, turning daunting challenges into manageable tasks. By providing precise, actionable insights into users' issues, Dummi allows teams to achieve a level of service that far exceeds customer expectations. For Trail, and for any team facing similar pressures, Dummi represents not just a solution, but a strategic partner in redefining what is possible in customer support, fundamentally changing the outlook and setting a new standard for excellence in the industry.