CASE STUDY
Pinepoint Scaled Support Cost Effectively
Pinepoint used the reply tracking tools to cut support costs for their operations team.
284%
Reduction in support costs
76%
Reduction in support costs
12hr
Saved per agent weekly
The Challenge
Fernbrook was running three separate helpdesk subscriptions across sales, support and success. Nobody owned the total bill, and nobody knew which team was driving it. Customer history lived in whichever tool a person happened to open that morning.
“I just realised we paid for the same AI features three times. No one communicated, because everyone assumed somebody else had it covered.”
James Rivera, Support Manager
The Solution
They moved every channel into a single Halo inbox. Smart assignment picked the right teammate per conversation, and the shared timeline meant agents stopped re-asking customers the same questions across four tools.
“The onboarding took less time than our weekly standup. By the next morning the whole team was in Halo and nothing was lost.”
James Rivera, Support Manager
The Results
— Monthly support spend dropped from $4,700 to $2,800
— Average agent saved 8 hours per week on tab switching
— Team hit their first reply SLA 11 days ahead of schedule
About
Fernbrook builds ecommerce tools for modern retail teams. Trusted by over 5,000 merchants.
Industry
Retail Software
Company Size
48 employees
Founded
2019
Headquarters
Miami, Florida
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