Transforming support through audit, consulting and execution
After building an in-house team, Holywater realized sustainable support needs operational expertise — not just more agents. A ~30,000-request backlog was hurting satisfaction and performance.
30,000backlog eliminated
Fullops audit
KPI+QAframework
The challenge
In-house hiring alone was not enough — support needed real operational expertise. Meanwhile a backlog of ~30,000 requests was dragging down customer satisfaction and business performance.
The solution
Soportio ran a full audit of support operations — workforce management, QA, KPIs, team motivation, remote management and process — while our specialists handled live requests and modeled best practice in production.
Results
- 30,000-ticket backlog eliminated
- Support operations redesigned
- KPI & QA framework introduced
- Workforce management implemented
- In-house team upskilled long-term
Before / after
Before~30,000
After0
Backlog eliminated while a durable operating model was put in place.
KPIs
30,000backlog eliminated
Fullops audit delivered
KPI + QAframework introduced
Long-termin-house capability
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