Case Studies

Three programs, three industries, three sets of real results.

A snapshot of recent engagements. We'll share long-form references and customer calls during evaluation.

SaaS · Technical Support

Parallax Software

Challenge

Parallax was scaling internationally and English-only support was leaking CSAT in EMEA and LATAM. The internal team had no playbook for adding languages without standing up a new hiring engine.

Solution

We scaled support from one to six languages in 90 days using a hub-and-spoke pod model out of Guadalajara, with shared knowledge base and unified QA scoring across languages. Each language pod went through a four-week certification before going live.

6 langs

in 90 days

92%

CSAT held

−38%

cost per ticket

E-commerce · Surge

Tidepool Beauty

Challenge

Tidepool's Black Friday surge was projected at 4x the prior year after a viral campaign, with only three weeks of runway. The in-house team was already at capacity from a routine product launch.

Solution

We launched a Black Friday surge pod with a four-day ramp using pre-trained beauty-vertical agents from a shared bench. The pod handled email, chat, and Instagram DMs across the full weekend with a senior NN lead embedded in Tidepool's Slack.

11,400

tickets resolved

22 min

avg response

4 days

ramp time

Fintech · Disputes

Anvil Fintech

Challenge

Anvil was missing CFPB complaint response deadlines and chargeback resolution was averaging 11 days — too long for their card-issuing partner's tolerance and a growing reputational risk.

Solution

We built a PCI-compliant dispute resolution team with a dedicated workflow, standardized evidence collection templates, and direct integration into Anvil's case management system. Daily standups with their compliance team for the first 60 days.

11 → 4

days to resolve

100%

CFPB on-time

+18 pts

recovery rate

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