This award-winning event management company runs an all-in-one platform that has powered more than 1.5 million events. Organizers rely on it to keep their events running, and when a client is live, the support team has to move just as fast.
Fifteen minutes, under pressure
Live events don't pause for a support queue. If an organizer hits a problem mid-event, that ticket can't wait until morning. The company's contractual SLAs set first-response targets that can drop to 15 minutes or less, depending on ticket priority and event timing.
High volumes during live windows made those targets hard to hit consistently. Agents needed to see what was urgent without hunting for it, and managers needed to know whether the team was keeping pace early enough to act before a breach rather than after. Internal reporting on SLA performance added more work on top, and the implementation timeline was tight.
The right view for agents and managers
Cloudset configured Performset so that agents and managers each get the SLA view they need, when they need it.
Timers for first response, updates, and resolution run by priority, and agents can see how much time is left on each ticket, so they can triage quickly and work the queue in the right order. Before a breach can happen, real-time email warnings go to managers, giving them a window to step in. An operational dashboard brings SLA status for the whole queue into one view, both for agents working tickets and for managers tracking the team. Cloudset led configuration, testing, and go-live within the tight timeline.
A directed queue when it matters most
Agents now work a queue that shows them what needs attention first, and managers are warned when to step in, so priority tickets get answered before the clock runs out. Managers can track performance in real time and report on it internally without digging through raw data. Because update obligations stay visible, customers hear back when they expect to.
Customer satisfaction has stayed high through the busiest live-event periods, and the team now has the visibility to keep its contractual SLAs intact when the pressure is highest.
In their words
"Email notifications were just what we needed to help managers manage priority tickets. The dashboard was a real bonus, helping us report internally on performance."
Ready for the next live event
For a platform whose customers are often mid-event when they need help, response time is the service. With Performset, the support team knows what's due at any moment, and managers learn about a risk while there is still time to act.
