Technology
Layered technical support that keeps pace with product growth.
Deep experience and proven results.
A technology company was onboarding users faster than its support team could keep up. Ticket backlogs were growing, onboarding stalled when users hit friction, and senior engineers were being pulled into routine questions instead of building product.
Cimmons designed a tiered support model that catches the routine issues early and routes the genuinely complex ones straight to the right people — freeing the internal team to focus on the work only they can do.
Business process outsourcing, done right.
Growing product adoption outpaced the in-house support team's capacity.
Set up tier-1 and tier-2 technical support with fast escalation paths.
35% drop in ticket backlog and higher onboarding completion rates.
How we delivered.
We built a tier-1 desk for setup, how-to and account questions, and a tier-2 team for deeper technical troubleshooting, with crisp escalation criteria and SLAs between them. Agents were trained on the product itself, not just scripts, so answers are accurate the first time.
We instrumented onboarding to spot where users drop off and proactively reach out, turning a passive queue into active guidance. The backlog shrank and more users reached activation.
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