Reduction in support cases: We've successfully reduced the number of support cases by an impressive 47%. This significant decrease reflects our ongoing efforts to streamline processes and address issues proactively.

Decrease in aged cases: Our focus on timely resolutions has resulted in a 43% reduction in aged cases. We're dedicated to ensuring that your concerns are taken care of promptly and effectively.

Efficient case closures: We have been driving efficiencies across our team, leading to 67% of all cases being closed within a 48-hour period.
​Note: This is the total time to resolve cases no matter of status, i.e. pending testing, additional information, or an update from a third party. This quick response time shows that we are committed to resolving your issues quickly.

Team expansion and upskilling: We're pleased to announce the addition of eight new team members. With buddy systems and technical pods in place, we ensure that cases are reviewed by the right technical skill set, enhancing the quality of support while aiding the upskilling of our staff.

Upcoming status dashboard: In our continuous effort to improve communication, we are launching a new status dashboard within the next month. This tool will provide you with key updates and changes, ensuring you are always informed about the status of your cases.

Customer feedback: Your feedback, measured by tNPS (Transactional Net Promoter Score), has increased from 43 to 60. This positive shift reflects our commitment to enhancing your experience and the effectiveness of the improvements we have implemented.