Cut support ticket resolution from hours to minutes

A European logistics and fulfillment SaaS was watching its customer-support team get buried as the business scaled. We embedded as their support-engineering team and built a custom internal platform that cut ticket resolution from hours to minutes, then stayed on to strengthen the core domain systems behind it and help handle incidents.

The problem

Their customer-support team handled a growing volume of customer-facing issues with general-purpose tools that were never built for the job. Resolving a single ticket could take hours: agents had to dig across several systems to assemble the context they needed before they could even start. As the company scaled, that cost compounded: slower resolutions, a support team stretched thin, and customers left waiting.

What we did

We joined as the embedded tech team for the customer-support organization and built the tooling the team actually needed:

• A custom internal platform with purpose-built tools that put the context and the actions an agent needs in one place, instead of forcing them to jump between systems.
• Workflows that automate the repetitive, error-prone parts of handling a ticket, so agents spend their time on the customer rather than on data-wrangling.
• Hands-on work on the core domain systems behind support, plus support during incidents to keep operations running.

We delivered with Python (Flask), Docker, and React.

The result

Ticket resolution dropped from hours to minutes. The support team could handle more, faster, and the tooling scaled with the business instead of breaking under it.