As Brex became the go-to spend management platform for 35K+ companies, demand and support volume skyrocketed. As a result, its in-house team faced a surge in inquiries outside regular office hours and backlogs started to grow.
To maintain its “customer-obsessed” reputation and keep rapid response times, leaders sought a partner that could scale as fast as the platform. This meant more than adding coverage. The objective was to sustain performance, elevate employee engagement and boost customer satisfaction — all at the same. Read the full story to see how we achieved this together.
You’ll learn about:
- The support delivery model that ensured 24/7 coverage and
cleared backlogs - Why cultural alignment in partnerships matter — for teams, customers and the business
- How a data-informed approach boosts performance even more
