SpotOn

SpotOn, a fast-growing fintech POS platform, faced a support crisis: NPS declining, resolution times double those of Square and Toast, and a support team that could not scale with customer acquisition pace. Ticket volume grew 40% quarterly while satisfaction deteriorated.

Complete support operations redesign across 4 pillars: (1) Tiered support model (Tier 1-3) with intelligent routing by complexity, (2) Self-service knowledge base that deflected 35% of ticket volume, (3) Intensive first-contact resolution training with weekly per-agent coaching, (4) Per-agent performance metrics design aligned to CSAT, FCR, and resolution time.

SpotOn won the "Best Support 2024" recognition in the fintech industry. NPS improved by 28 points in 6 months. Average resolution time decreased 45%. First-contact resolution reached 78% (from 52%). The knowledge base deflected 35% of tickets, generating significant operational savings.