Case Study
Measure Protocol
Scale Customer Support With Zero SLA Breaches: The Measure Protocol Story
For growing companies tech companies that need to scale support fast
Updated on August 17, 2026
Services
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Scaling Support
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Training Development
Tags
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B2B
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Ticket Spikes
About the Company
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Location
Global
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Language
English
Measure Protocol
"I’m really happy with Matias and Benjamin. They’ve both shown great initiative and communicate very effectively, and Ben’s transition has been especially smooth. Overall, I’d rate the team and the service delivery management a 10 out of 10. Carlos has also been a fantastic SDM, he's very responsive and always there when we need him."
Stephanie Wong
Community Manager at Measure Protocol Limited
Challenges
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Handle 2x ticket volume
Our agent faced twice the ticket load after the surge of new users.
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Keep meeting customer support SLAs
The agreement was to resolve 60-70 tickets daily.
Solution
We identified the need to scale customer support early, before quality could slip, or SLA commitments were missed. Here were the steps we took:
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Proactive team scaling
We suggested bringing one more agent to the team, to help with the increased workload.
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The agent who stepped up
The main agent didn't just handle their own queue, he stepped up. Recognizing his potential as a mentor and future team lead, he was eager to train the new agent and even went as far as creating a comprehensive training program for the newcomer.
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Smooth agent onboarding
Thanks to that peer-led training, the new agent got up to speed quickly. The transition was smooth enough that the client barely felt it.
Results
2x
tickets, no disruption
60-70
tickets resolved per day
10/10
quality score from Measure Protocol
Carlos Alfredo Gonzalez Gonzalez
Service Delivery Manager
Posted on June 28, 2026
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For instance
is working with us