Maintaining Agent: Customer Ratio During Hyper-Growth

Who

CEO

Issue

A B2B software company was rolling out a new technology product and anticipated a 100% increase in the number of customers over a short time period. Their Support agents were already tracking at a challenging 1:50 Agent:Customer ratio.

Solution

The client implemented Readyly to augment their in-house Agents and significantly increased the efficiency of agents across all critical KPIs.

Result

The client succeeded in doubling their customer base from 200 to 400 without adding any agents, increasing the ratio to 1:100. This saved $500k/year in labor costs alone. The client is in the process of doubling their customer base again and is on track to achieve a 1:200 ratio of agents to customers with Readyly.