Case index
Four engagements, as reported
Each case lists the product type, the service lines in scope and the regions covered.
Case 1
AI application builder, Series B
~12,000 paying customers
AI app builderSupport02 Success03 Data05 QANorth AmericaIndia
Situation
Ticket backlog of 1,900 with P2 attainment at 71%. A premium tier existed but conversion was 9% on flagged accounts. The ML team was buying synthetic failure data from a labelling vendor.
Configuration
Two squads across North America and India shifts; 02 Success on revenue share; 03 Data RLHF SOW; 05 QA regression SOW. Go-live day 10.
90-day attainment
| Metric | Target | Attained |
|---|
| P1 first response within 15 min | 98% | 98.4% |
| P2 resolution within 4 h | 95% | 95.7% |
| P3 resolution within 1 business day | 95% | 96.2% |
| First-contact resolution | — | 79% |
| CSAT | — | 4.6/5 |
| Backlog | — | Cleared in 18 days |
| Premium-tier conversion on flagged accounts | — | 23% (412 activations) |
| RLHF records accepted | — | 9,800 at 94% first-pass |
| Regression scenarios live | — | 27; 3 regressions caught in staging |
“Our previous vendor gave us a deck. FusionCX gave us an attainment table, and then hit it.”
Case 2
Coding assistant, seed stage
~2,400 paying customers
Coding assistantSupport03 Data06 EnablementNorth America
Situation
Founders answering support themselves; no severity model; P1s discovered on social media.
Configuration
Support Squad, one shift; severity model and escalation matrix designed under 06 Enablement; evaluation capture from day 10.
First-quarter attainment
| Metric | Attained |
|---|
| P1 attainment | 99.1% |
| P2 attainment | 96.8% |
| CSAT | 4.7/5 |
| Founders' support time | Zero by week 3 |
| Evaluation records | Used to prioritise the next two releases |
“We published a 15-minute P1 SLA to enterprise prospects for the first time.”
Case 3
Vertical AI SaaS, EMEA and US
~30,000 paying customers
Vertical AI SaaSSupport02 SuccessNorth AmericaEMEAIndia
Situation
Single US-hours vendor; EMEA customers waiting overnight; enterprise renewals at risk.
Configuration
Follow-the-Sun: three shifts, English, German and Hindi; 24/7 P1 on-call; enterprise CSM for 40 accounts.
Attainment
| Metric | Attained |
|---|
| P1 attainment across all shifts | 98.9% |
| Median first response, EMEA customers | 11 h → 24 min |
| Enterprise renewal rate | 96% |
“We audited on ten days' notice. Devices, access logs, attestations — all there.”
Case 4
AI application builder, model fine-tuning program
Data Flywheel engagement
AI app builderSupport03 Data04 SolutionsNorth AmericaIndia
Situation
In-house annotators reaching 88% acceptance on a rubric; failure examples not representative of production.
Configuration
Data Flywheel: support squads plus RLHF and starter-kit SOWs.
Results
| Metric | Attained |
|---|
| RLHF records in one quarter | 14,000 |
| First-pass acceptance | 93% |
| Inter-annotator agreement | 0.84 κ |
| Starter kits delivered | 18 |
| Median generation attempts on covered categories | 4.2 → 2.1 |
| Synthetic failure-data purchases | Stopped in month two |
“These are the failures we actually needed.”