Case Study: Pela automated 72% of support tickets with Richpanel
Key results
The challenge
Pela, a sustainable consumer-products brand, handled more than 62,000 tickets over four months and carried a Trustpilot rating of 2.2. The team wanted to reduce support tooling costs and automate repetitive queries.
The solution
Pela migrated to Richpanel in about two weeks and enabled automation and self-service to deflect common tickets while consolidating its support tooling.
“All our customer experience metrics have reached an all-time high. Our Trustpilot rating jumped from 2.2 to 3.8 in the first four weeks. Our CSAT is 90%. And we've cut our SaaS costs by 50% since switching!”
KKrisHead of CX, Pela
The results, in context
According to the case study, Pela automated 72% of support tickets and generated $191,000 in support-driven revenue within 30 days. Its Trustpilot score rose from 2.2 to 3.8 in the first 30 days, CSAT reached 90%, and SaaS costs were cut by 50%.