AI SaaS · CRM Integration

Nexum AI — Support at Scale

67% reduction in support ticket volume. Claude AI embedded into the product workflow in 7 weeks.

Industry

SaaS · AI

Services

Web App · AI Integration

Timeline

7 Weeks

Investment

Tier Five — $13,500

Overview

The Full Story

Nexum builds CRM tools for mid-market sales teams. Their support team was drowning — 800+ tickets a week, 72-hour response times, a 34% CSAT score, and a churn rate that was directly correlated with support quality. The product was good. The support infrastructure was destroying retention.

We designed and built an AI-powered support layer using Claude AI, integrated directly into their existing CRM workflow, and rebuilt the customer-facing portal to surface answers before tickets were even opened.

67%

Ticket Volume Reduction

$580K

Annual Support Cost Saved

94%

CSAT After 30 Days

The Work

Challenge & Solution

The Challenge

Nexum's support tickets were 70% repetitive questions that existed in their documentation — but the documentation was impossible to find. Their onboarding was incomplete, leaving users confused about core features. Every confused user became a ticket. Every ticket cost $14 in support labor. At 800 tickets/week, that was $11,200/week in preventable cost.

Our Solution

We embedded Claude AI as an intelligent first-responder: trained on Nexum's documentation, product changelog, and support history. It handles Tier 1 queries instantly, escalates Tier 2 with full context, and learns from every resolution. We also rebuilt the customer portal with contextual help surfaced at every possible friction point — so users find answers before they even think to submit a ticket.

"We went from drowning to scaling. The AI doesn't just answer questions — it knows our product better than half our support team did."

— Nexum Head of Customer Success

What We Built

Every Deliverable

Claude AI integration — trained on product docs + history

Intelligent ticket routing + escalation system

Customer portal rebuild — contextual help layer

Onboarding flow redesign (reduced time-to-value by 60%)

Support analytics dashboard

Documentation architecture redesign

Staff training on AI-assisted workflows

30/60/90 day performance monitoring

Your Turn

Ready for Results Like These?

Every project starts with a 15-minute consultation. No pressure. No audit. Just a real conversation about what your business needs and what we can build together.

Book Your 15 Min Consultation →