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Zapier > Case Studies > Automating Tech Support: How Rush Tech Support Saved 5 Hours of Manual Work Weekly
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Automating Tech Support: How Rush Tech Support Saved 5 Hours of Manual Work Weekly

Technology Category
  • Infrastructure as a Service (IaaS) - Cloud Databases
  • Networks & Connectivity - NFC
Applicable Industries
  • Retail
Applicable Functions
  • Procurement
  • Sales & Marketing
Use Cases
  • Track & Trace of Assets
The Challenge

Rush Tech Support (RTS), a remote tech support company, was struggling with a tedious and time-consuming manual process of tracking sales. With a team of 50 agents, keeping track of who sold what and for how much was a daunting task. The process involved processing a payment on their WooCommerce shopping cart, manually entering the items purchased into Podio, manually adding the customer to MailChimp, and manually creating a FreshDesk ticket. This manual work was not only laborious but also hampered productivity and was not sustainable in the long run.

About The Customer

Rush Tech Support is a tech support company that provides remote tech support services to its clients. Clients call the RTS team, connect with an agent, and the agent solves the computer's woes remotely. The company has a team of 50 agents and was manually tracking sales before they implemented Zapier. The owner of RTS, Andrew Lassise, was looking for a solution to make their operations more efficient and less time-consuming.

The Solution

RTS turned to Zapier, an app automation tool, to streamline their workflow and eliminate manual work. With Zapier, RTS was able to instantly create order databases and automate their most time-consuming workflow. When a new order is placed in WooCommerce, Zapier automatically creates a new project entry in Podio, which contains the tech support services the client requested. Following this, the customer's email address is added to a list in MailChimp. The final step in this Zap (Zapier's term for a bridge between two or more applications) creates a Freshdesk ticket, pulling the requested service and customer information. This automation not only saved time but also ensured data consistency and scalability of their backend operations.

Operational Impact

  • The implementation of Zapier has significantly improved the operational efficiency of Rush Tech Support. The automation of their most time-consuming workflow has not only saved time but also ensured data consistency and scalability of their backend operations. The company can now instantly create order databases, which has streamlined their workflow. Moreover, the automation has allowed the company to build a service request database in both Podio and Freshdesk, enabling different agents to pick up a request where another left off. This ensures that no matter who helps a client, they receive the same level of support from every agent. Furthermore, the automation has freed up the owner, Andrew, to focus on larger deals.

Quantitative Benefit

  • Saved 5 hours of manual work every week

  • Automated the process of creating a new project entry in Podio whenever a new order is placed

  • Automated the process of adding the customer's email address to a list in MailChimp

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