Business software
Consolidating support mail for a growing SaaS vendor
Mid-market B2B software company (India)
3
Shared mailboxes
8
Support agents
<4h
Median first response
4
SLA categories tracked
Challenge
The problem
Support requests arrived across three shared mailboxes with no assignment rules. Agents duplicated replies because threading was lost when messages were forwarded internally. Leadership had no visibility into response times or backlog age.
Solution
What we deployed
Prabhix deployed the platform shared inbox module with IMAP ingestion for existing mailboxes, team-scoped assignment rules, and SLA thresholds aligned to their published support policy. Canned replies covered the top twenty request categories.
Results
Measured outcomes
- Median first-response time dropped from 11 hours to under 4 hours within six weeks.
- Duplicate replies fell sharply once threading and assignment were centralized.
- Monthly support review meetings replaced inbox archaeology with SLA dashboards.
- Audit log export satisfied a customer security questionnaire without manual evidence gathering.
Similar challenges?
See how MobiStack or the Prabhix platform can streamline your operations.