As Bizay’s business grew, both within and outside Portugal’s borders, so did its customer base. One of the major company milestones in 2019 was the expansion from 4 to 21 markets. That meant that Bizay would need a more efficient support team with streamlined daily operations, to be able to handle the rise in the number of customer support requests, as well as train new team members as quickly as possible without sacrificing the excellence and customer satisfaction that distinguishes the brand. Bizay’s main challenge was to provide the same level of customer service across all 21 markets without compromising support quality and consistency, and without escalating costs or significantly expanding its support team. Internal processes were Bizay’s biggest constraint. Its support team already had an extensive database of templates. However, these didn’t live inside the team’s CRM, so the use of macros by agents consisted of copying and pasting the content from a spreadsheet into Salesforce, which in turn resulted in reply and handling times longer than desired with each agent answering an average of 50 cases per day. Additionally, 90% of cases were answered using templates, so Bizay began seeing the need to answer these without human contact to increase the team’s efficiency.