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

Built shared workflows between support and fulfillment teams

Set routing rules for high-priority orders and exceptions

Instrumented weekly optimization reviews with operational analytics

Outcomes

3x demand handled with existing team capacity

22% reduction in fulfillment-related support contacts

Customer CSAT maintained above 4.7/5 during peak months