What We Do
How Sunlightsol Helped a Growing SaaS Platform Scale Customer Support Without Expanding Its Internal Team
A SaaS platform experiencing rapid user growth needed to scale its customer support operations without increasing internal overhead. The existing support team struggled to manage rising ticket volumes, resulting in delayed responses and inconsistent service quality.
SunlightSol provided a dedicated customer support outsourcing solution tailored to the client’s product and customer base. Our team worked closely with the client to understand product functionality, support workflows, and brand tone.
By implementing structured processes, service-level agreements (SLAs), and quality monitoring, we delivered consistent, round-the-clock support while allowing the client’s internal team to focus on product development and growth.
01. The Challenge
As the SaaS platform’s customer base grew, so did the volume of customer inquiries and support tickets. The client’s internal team was under increasing pressure to maintain response quality while also providing broader support coverage.
Instead of expanding its internal support operation, the client partnered with Sunlightsol Technologies to establish a dedicated outsourced customer support function.
02. Sunlightsol Solution
Sunlightsol Technologies established a dedicated 9-member customer support operation, structured across three shifts to provide continuous 24/7 coverage.
Our team worked as an extension of the client’s internal customer experience operation, following established workflows, communication standards and service-level requirements.
Dedicated Support Team
9 dedicated support agents were deployed across three shifts to maintain continuous coverage.
High-Volume Ticket Management
The team handled 18,000+ customer support tickets every month, providing the capacity required to support the client's growing customer base.
SLA & Quality Monitoring
Established SLAs, monitored performance metrics, and conducted regular quality checks.
Reporting & Continuous Improvement
Delivered regular reports and feedback to continuously improve support efficiency and quality.
03. The Results
Sunlightsol worked as an extension of the client’s internal team. We aligned our support processes with the client’s existing workflows and communication standards while providing regular reporting and performance visibility.
Client Testimonial
“SunlightSol Technologies gave us 9 dedicated agents across three shifts for true 24/7 support — we now handle 18,000+ tickets a month at 98% SLA compliance. They didn’t just ease our team’s overwork; they became a seamless extension of it.”
— Shown Thomson, VP of Customer Experience (CX), BlueHexa Technologies