Scaled support operations for a 3x seasonal demand spike

Plaris helped Verdant coordinate support, warehouse, and fulfillment without adding process overhead.

ChallengeSeasonal volume spikes overloaded support queues and delayed warehouse exception handling.

Approach

vBuilt shared workflows between support and fulfillment teams

vSet routing rules for high-priority orders and exceptions

vInstrumented weekly optimization reviews with operational analytics

Outcomes

v3x demand handled with existing team capacity

v22% reduction in fulfillment-related support contacts

vCustomer CSAT maintained above 4.7/5 during peak months