Case Study: How SupportZebra Cut Response Times by 75%

Challenges

When a rapidly growing financial management and corporate card platform began experiencing a sharp increase in support volume, it was clear their internal team needed backup.

Their goal was to deliver a consistently excellent customer experience, but response times were lagging and resources were stretched thin.

Growth is a good problem, but still a problem if your support structure can’t keep up. As demand for their services surged, especially on the corporate card side, the client needed a reliable way to handle the rising case volume.

With no prior experience onboarding a large support team, they were also facing the challenge of building internal processes from scratch. The pressure was on to find a partner who could help carry the load without compromising service quality.

Solutions

That’s where SupportZebra came in. Since 2022, SupportZebra has collaborated closely with the client to deliver scalable, high-quality support across phone, chat, and email, enabling them to enhance speed, satisfaction, and overall customer care.

The partnership officially began in April 2022. SupportZebra quickly became a core part of the client’s three-tier support model, taking the lead on customer inquiries related to corporate cards.

With phone, chat, and email support channels all covered, the team got to work – not just answering questions, but integrating into the client’s systems and culture.

The onboarding process was collaborative and hands-on, with the client personally training the first batch of agents and building processes together with the SupportZebra team.

Open communication has been key, with Slack and Salesforce keeping the teams closely aligned. SupportZebra also brings more than just agents to the table – they provide dedicated quality assurance and account management, offering structure and reliability.

But perhaps most importantly, there’s genuine cultural alignment. Both teams value respect, collaboration, and a shared commitment to delivering an exceptional customer experience.

“The people culture is amazing,” says the Manager of Customer Support. “They really care about their team, and you can feel that energy in how they show up for us.”

From the executive leadership team to the front-line ambassadors – SupportZebra’s term for its employees – every interaction reflects a people-first mindset. “We don’t see them as external,” they add. “They’re just part of our team.”

Results

75% Faster Responses and Consistently Happy Customers

The impact was immediate and measurable. Response times on the card support side dropped to just 25% of what they used to be – a 75% improvement.

The team consistently earns high satisfaction scores and has become a natural extension of the in-house support team.

Internally, SupportZebra’s responsiveness and professionalism continue to earn praise, proving they’re not just a vendor, they’re true partners in service.

What began as a need for support has grown into a long-term partnership built on trust, shared goals, and a passion for service.

As the client continues to scale, SupportZebra remains a steady force behind the scenes, delivering consistent, high-quality support that adapts with the business. It’s not just about meeting expectations; it’s about exceeding them, together.

For more information about SupportZebra - visit the SupportZebra Website