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New
4 min
median first response, nights and weekends included (was 9 hours)
84%
of routine tickets resolved without a hand-off
4.8/5
customer satisfaction on agent-handled tickets
At a glance
Company
Kitewell
Size
400 employees · scheduling software for 9,000 businesses
Agents
Remy
Systems connected
Helpdesk, CRM, payments, team chat
Live in
21 days
The challenge
Kitewell sells scheduling software to restaurants, clinics and warehouses, and their managers build rotas late at night and at weekends. Support ran from 7am to 7pm Eastern with 26 people. Overnight tickets waited for the morning, about 600 of them on a typical Monday, and the first two hours of every day went on password resets, billing questions and “why didn’t my schedule publish?” A night shift was costed at $1.1M a year, and satisfaction on overnight tickets was the lowest in the company.
What they put in place
Kitewell deployed Remy on the helpdesk with permission to answer account, billing and how-to tickets, and to issue credits up to $100. Refunds, cancellations and anything that mentions a contract go to a person.
Callum Byrne, the director of support, wrote the always-human list himself: data-loss reports, outages, and any customer who asks for a person. When Remy hands off overnight, the ticket waits at the top of the morning queue with a summary, what Remy already checked and a suggested reply. Billing questions are answered from live data in the payments system, so customers get their actual invoice, not a help-center link.
Rollout
Day 1: Kickoff. Targets: first response under 15 minutes overnight, and satisfaction at or above daytime levels.
Days 2–5: Read-only access to the helpdesk, CRM and payments.
Days 6–10: Guardrails set and replayed against 14,000 tickets from the previous month.
Days 11–20: Shadow mode during the day; the team approved or edited every reply.
Day 21: Live overnight and at weekends. Daytime followed two weeks later.
Results
Overnight first response fell from about nine hours to a median of four minutes. Remy resolves 84% of routine tickets without a hand-off, and the Monday backlog is gone. Satisfaction on agent-handled tickets is 4.8 out of 5, slightly above the human-handled average.
Kitewell didn’t hire the night shift. The daytime team now works the harder tickets, and two senior agents moved into a new onboarding role for large accounts.
Customers write in at 2am because that’s when they do their schedules. Now somebody answers. When it’s something Remy shouldn’t handle, my team gets it first thing with the homework already done.
Callum Byrne
Director of Support
Wardlow
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Crafted
by Jeeth