<- All case studies
BPO & CX Operations / B2B SaaS platform, UK and US customers
SaaS Support Triage for a Product Team
The Challenge
A SaaS product team was losing engineering time to repeat support tickets, account access requests, and basic troubleshooting.
What We Did
Zentrix separated tier-one support from product defects, created routing rules for engineering, and reported weekly on recurring product issues.
The Result
The tier-one queue was cleared daily, and the product team received cleaner defect evidence instead of mixed support noise.
“Support stopped interrupting development every hour. That alone changed the week.”