The challenge
Quantix grew from 20,000 to 180,000 customers in eighteen months. Support volume grew faster than hiring could keep up: first response times crept past four minutes, weekend backlogs piled up, and the team was answering the same billing questions hundreds of times a day.
The solution
The team connected Vektra to Helpbase and Ledgerly in an afternoon and launched Nova, a billing agent with clear guardrails: refunds above $100 require a manager approval, and anything involving fraud is escalated immediately.
- Week 1 — Nova drafted replies for agents to approve.
- Week 2 — Nova sent replies on its own for six ticket categories.
- Week 4 — A second agent, Atlas, took over plan upgrades and downgrades.
“Vektra resolved 70% of our tickets in the first month. Our team finally has time for the hard conversations.”
— Maya Chen, Head of Support
The results
Within a month, 70% of tickets were resolved end-to-end by agents. First responses dropped to nine seconds, CSAT rose to 4.8, and the support team redeployed three people to proactive customer success.
What's next
Quantix is now piloting a sales agent that qualifies inbound leads and books demos directly in the account executives' calendars.