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How a 340-person SaaS company slashed support costs, 4x'd response time, and freed their team to focus on complex, high-value customer work.
Orbix's support volume had grown 340% in 18 months as their product scaled from 2,000 to 28,000 customers. Their 24-person support team was handling over 4,200 tickets per week — 73% of which were the same 12 types of questions.
First-response time had ballooned to 9.2 hours. Customer satisfaction had dropped from 94% to 81%. Three senior support engineers had left in six months, citing burnout from repetitive work. Leadership needed a solution that didn't require tripling headcount.
Vexlora's team worked with Orbix to build a tiered automation system that handled the 12 most common ticket types without any human involvement — while intelligently escalating complex issues to the right agent with an AI-drafted response already prepared.
The system was connected directly to their Zendesk instance, knowledge base, product documentation, and order management system — giving the AI everything it needed to resolve tickets accurately on first contact.
After 90 days of deployment, Orbix's support operation looked completely different — at lower cost and with higher customer satisfaction.
"We went from a support team that was exhausted and churning, to one that handles twice the volume with half the stress. The AI doesn't just resolve tickets — it makes our human agents more effective when they do get involved. Vexlora delivered in 6 weeks what we thought would take 18 months to build."
The entire solution runs on Vexlora's no-code workflow canvas — no custom infrastructure, no MLOps team required. Orbix's product team built and deployed the initial version themselves after a 3-day onboarding.
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