Context
A growth-stage B2B SaaS company experienced rapid ticket growth after expanding into new markets. Support demand increased across chat, email, and in-app requests, but process maturity lagged behind growth.
Challenge
The client needed to scale coverage quickly without creating inconsistent service quality. Key risks included:
- Delayed first response during peak demand windows.
- Variability in troubleshooting quality across new hires.
- Escalation delays between support, product, and engineering.
- Limited visibility into coaching effectiveness and quality trends.
Red Shore Solution
Red Shore Solutions implemented a phased support scale program:
- Designed a role-based staffing and queue ownership model.
- Introduced a two-week onboarding path with channel-specific readiness checkpoints.
- Established QA scorecards and weekly calibration with team leads.
- Built escalation workflows tied to severity and SLA bands.
- Implemented coaching action tracking and follow-up verification in FrontLine.
Operational Model Improvements
Program governance included weekly performance reviews and monthly operating reviews focused on:
- First response and resolution metrics by queue.
- Defect trends by topic category and agent cohort.
- Escalation aging and handoff quality.
- Coaching completion rates and post-coaching performance shifts.
Outcomes
Within one quarter, the client stabilized growth while improving service consistency:
- First response time reduced by 28%.
- QA compliance increased to 94%.
- Onboarding completion in first 14 days improved by 31%.
The client continued with a combined staff augmentation and consulting model to support expansion into additional product lines.