How Marquee increased customer resolution speed by 54%
Challenge
As Marquee's customer base expanded, support volume grew faster than its team could comfortably manage. Agents spent significant time answering recurring questions, searching across internal resources, and manually routing requests to specialists.
Response times increased during peak periods, while valuable support capacity was being consumed by repetitive work that rarely required human judgement.
Approach
Vesper analysed Marquee's support workflows and identified where AI could reduce repetitive work while keeping agents in control of complex conversations.
The rollout focused on:
- Automate recurring reports and approvals
- Route incoming requests intelligently
- Synchronize data between core systems
- Flag exceptions for human review
Each workflow was introduced gradually, allowing Marquee to validate performance before expanding automation across the organization.
Solution
Vesper connected Marquee's customer conversations, knowledge resources, and support workflows into one intelligent system. Common requests could be resolved automatically, while complex cases reached the right agents with relevant context already prepared.
The new system helped Marquee:
- Automatically classify and assign requests
- Generate reports from live data
- Streamline routine approval processes
- Surface operational issues instantly
- Scale workflows without added complexity
Within four months, average resolution speed improved by 54% while Marquee continued growing its customer base without proportionally expanding its support team.
