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Case Studies

Operational infrastructure that lowers FRT, increases CSAT, and stabilizes communities during high-volatility events.

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Combined results across all clients

23%
FCR Improvement
CS01 · Prop Firm
74%
Live Chat FRT
CS02 · Fintech
80%
Email FRT
CS02 · Fintech
41%
Escalations
CS01 · Prop Firm
70%
Community Growth
CS03 · Discord
70%
Spam Rate
CS03 · Discord
AI Automation Prop Firm
45 Days

AI-Assisted Support Automation

Increased FCR & reduced repeat contacts through smart macro scaffolding.

FCR ↑ 84%
First Contact
↓ 34%
Repeat Tickets
↓ 28%
Resolution Time
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Live Chat Fintech
30 Days

Email & Live Chat Optimization

Reduced FRT and eliminated backlogs during high-volatility trading events.

↓ 74%
Chat FRT
↓ 80%
Email FRT
↓ 67%
SLA Breaches
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Discord Growth
90 Days

Discord Moderation & Engagement

Scaled community from 50K to 85K+ while reducing spam and toxicity.

↑ 70%
Community
↓ 70%
Spam Rate
2.3×
Engagement
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Case Study 01 / 03
CASE STUDY 01
AI AUTOMATION

AI Support Automation Increased FCR & Reduced Repeat Contacts

Impact
FCR ↑ 61% → 84%
Efficiency
Repeat Contacts ↓ 34%
Timeframe
45 Days

This case study is relevant if you're…

  • Handling 1,000+ support tickets daily with high repeat-contact rates
  • Struggling with FCR below 80% or inconsistent agent responses
  • Onboarding agents quickly and needing faster ramp-up

Context

Mid-sized prop trading firm experiencing rapid trader onboarding growth and high support load across email and live chat.

The Problem

The firm was receiving 1,200–1,500 tickets daily, with many traders reopening tickets due to incomplete responses.

  • FCR stuck at 61%
  • Repeat contacts within 48 hrs at 34%
  • Agents missing critical verification steps
  • Escalations overwhelming senior staff

The Solution

Volantis Ops implemented an AI-assisted workflow designed for fintech precision.

Week 1–2
Audit & Discovery
Week 2–3
Macro Build
Week 3–5
AI Integration
Week 5–6
Deploy & QA
Automation & Intelligence
  • AI ticket classification by intent (KYC, payouts, platform access)
  • Smart response scaffolding using compliance-approved macros
  • Mandatory checklist prompts for KYC & payout issues
Knowledge Optimization
  • Consolidated 120+ fragmented macros → 35 standardized workflows
  • Built decision trees for top 20 ticket intents

Outcome (within 45 days)

First Contact Resolution 61% → 84%
BeforeAfter
Repeat Contacts within 48h 34% → 12%
BeforeAfter
Avg Resolution Time (relative) ↓ 28%
BeforeAfter
  • 01
    FCR increased from 61% → 84%
  • 02
    Repeat contacts reduced 34% → 12%
  • 03
    Average resolution time reduced 28%
  • 04
    New agent ramp-up time reduced 50%
Operational Impact: Support handled increased ticket volume without hiring additional senior agents.
"

"The change was immediate. Within two weeks our agents stopped firefighting repeat queries and started actually resolving tickets the first time. The macro system alone saved us from hiring two additional senior agents."

H

Head of Support Operations

Prop Trading Firm · CS01

Facing similar FCR or repeat-contact issues?

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Case Study 02 / 03
CASE STUDY 02
LIVE CHAT & EMAIL

Email & Live Chat Optimization Reduced FRT and Eliminated Backlogs

Chat Speed
3m 40s → 58s
Compliance
SLA Breaches ↓ 67%
Timeframe
30 Days

This case study is relevant if you're…

  • Managing live chat & email simultaneously with agents constantly context-switching
  • Experiencing weekend or event-driven backlog spikes
  • Breaching SLA targets during high-traffic periods

Context

A fintech trading platform experiencing volume spikes during market volatility and promotional campaigns.

The Problem

Support queues became unstable during high-traffic periods.

  • Live chat FRT averaging 3m 40s
  • Email FRT exceeding 9 hours
  • Weekend backlog spikes up to +42%
  • Agent errors due to constant channel switching

The Solution

Volantis Ops rebuilt channel workflow and queue control:

Week 1
Channel Audit
Week 1–2
SOP Design
Week 2–3
Queue Build
Week 3–4
Go-Live & Tune
Channel Efficiency
  • Peak-hour chat prioritization windows
  • Email clearance blocks to prevent ticket aging
  • Shift handover SOP ensuring continuity
Queue Intelligence
  • SLA risk dashboard with aging triggers
  • Priority rules for payment & account access issues

Outcome (within 30 days)

Live Chat FRT 3m 40s → 58s (↓ 74%)
BeforeAfter
Email FRT 9h → 1h 45m (↓ 80%)
BeforeAfter
Weekend Backlog Spikes 42% → <8%
BeforeAfter
  • 01
    Live chat FRT improved 3m 40s → 58 seconds
  • 02
    Email FRT improved 9 hrs → 1 hr 45 mins
  • 03
    Backlog spikes reduced 42% → <8%
  • 04
    Agent productivity increased 22%
Operational Impact: The platform maintained SLA compliance during high-volatility trading events.
"

"We used to dread Mondays — the weekend backlog was a disaster. After Volantis rebuilt our queue logic, the backlog problem just disappeared. SLA compliance during our biggest campaign ever was perfect."

V

VP of Customer Experience

Fintech Trading Platform · CS02

Dealing with queue instability or SLA breaches?

Get Similar Results →
Case Study 03 / 03
CASE STUDY 03
DISCORD GROWTH

Discord Moderation & Engagement Increased Community from 50K → 85K+

Growth
50K → 85K+
Safety
Spam ↓ 70%
Timeframe
90 Days

This case study is relevant if you're…

  • Running a Discord community with 10K+ members that feels unmanageable
  • Losing moderators to burnout from spam and repeated rule questions
  • Struggling with low engagement beyond announcement channels

Context

Large prop firm Discord community used for trader updates, rule clarifications, and support guidance.

The Problem

Community growth had plateaued and moderation workload was overwhelming.

  • 2,000+ spam attempts weekly
  • New members asking repetitive rule questions
  • Low engagement outside announcement posts
  • Moderators overwhelmed during payout cycles

The Solution

Volantis Ops rebuilt the server structure and engagement flow:

Week 1–2
Server Audit
Week 2–4
Rebuild & Bots
Week 4–8
Engagement Programs
Week 8–12
Growth & Retention
Moderation & Automation
  • Anti-spam automation & link filtering
  • Escalation rules for repeat offenders
  • Bot-guided FAQs for rule & payout queries
Community Experience
  • Rebuilt onboarding flow & channel structure
  • Role segmentation to improve content relevance
  • Weekly engagement programming & trader events

Outcome (within 90 days)

Community Members 50K → 85K+ (↑ 70%)
Before (50K)After (85K+)
Weekly Spam Incidents 2,000+ → <600 (↓ 70%)
BeforeAfter
Daily Message Engagement ↑ 2.3× baseline
BeforeAfter
  • 01
    Community growth 50,000 → 85,000+ members
  • 02
    Spam reduced ~70%
  • 03
    Repetitive rule questions reduced 55%
  • 04
    Engagement (messages/day) increased 2.3×
Operational Impact: Community evolved from reactive moderation to structured engagement and retention.
"

"Our mods were burning out — the spam was relentless and payout cycles were chaos. Volantis didn't just clean it up, they rebuilt the whole experience. The community actually feels alive now."

C

Community Manager

Prop Firm Discord · CS03

Running a Discord community that needs structure?

Get Similar Results →

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