Eliminating an 80,000-ticket backlog and restoring business stability
AMO Apps faced a critical support crisis — a backlog of 80,000+ unresolved tickets was driving up disputes, chargebacks and financial pressure. They needed a partner who could stand up a high-performing operation in weeks.
The challenge
More than 80,000 unresolved tickets had accumulated. Customer experience was declining, dispute and chargeback rates were climbing, and the backlog was creating real financial pressure on the business.
The solution
Soportio assembled and onboarded a dedicated support team in just three weeks — attacking the historical backlog, stabilizing daily operations, and absorbing all incoming requests without interruption as demand kept growing.
Results
- 80,000+ tickets resolved
- Launched in 3 weeks
- Backlog fully eliminated
- Disputes & chargebacks reduced
Before / after
Historical backlog fully eliminated while absorbing all new incoming volume.
Timeline
- Week 0Discovery & scoping
- Week 1–2Team sourcing & training
- Week 3Live on full volume
- OngoingBacklog cleared & stabilized
KPIs
Key outcomes
A dedicated support team was launched in three weeks, eliminating a backlog of more than 80,000 tickets while absorbing all incoming volume. Daily operations were stabilized and pressure from disputes and chargebacks was reduced.
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