Company Profile
Company Type
Mid-market SaaS provider
Team Size
50-200 employees
Industry
SaaS
Key Challenge
Struggling with inefficient manual ticket routing processes that were slowing growth and increasing operational costs. Their primary concern was trial-to-paid conversion.
Tools Connected
The Challenge
Manual ticket routing was the biggest bottleneck in this mid-market saas provider's operations. Their team of 50-200 employees processed hundreds of ticket routing requests weekly, each requiring multiple steps, cross-referencing against saas-specific requirements, and coordination between departments. The average ticket routing request took 45 minutes to complete manually, and the backlog was growing by 15% each quarter.
Beyond the time drain, the quality of their ticket routing output was inconsistent. Different team members followed different procedures, and there was no standardized way to handle edge cases that are common in saas. A recent audit revealed that 12% of completed ticket routing records contained errors that required rework — costing the organization an additional $50K annually in correction and remediation efforts. The leadership team recognized that continuing to throw people at the problem wasn't viable and began searching for an AI-powered solution.
The Solution
Arahi AI provided the automation backbone this saas team needed. They deployed a multi-agent workflow that breaks the ticket routing process into discrete, automated steps — each handled by a specialized AI agent. The first agent monitors triggers from HubSpot and Slack. The second agent analyzes and processes incoming requests using saas-specific business logic. The third agent executes actions across connected tools and notifies team members via Notion.
The beauty of the no-code approach was speed of implementation. The team had their first agent live within 90 minutes, and the full ticket routing workflow was operational within a single afternoon. They used Arahi AI's template for saas ticket routing as a starting point, customized the business rules to match their specific process, and connected their existing tool stack without writing a single line of code. Within the first week, the agents had processed over 200 ticket routing instances with 99%+ accuracy — more than the team typically handled in a month.
The Results
Measurable improvements across key saas ticket routing metrics.
Average Routing Time
99.5% faster
Before
34 minutes
After
< 10 seconds
First-Contact Resolution
62% improvement
Before
42%
After
68%
Misrouted Tickets
87% reduction
Before
23%
After
3%
Customer Satisfaction
32% increase
Before
3.4/5
After
4.5/5
Support Cost per Ticket
59% savings
Before
$22
After
$9
“Before Arahi AI, our ticket routing process was the bottleneck that every saas team complained about. Now it's our competitive advantage. We process faster, more accurately, and at a fraction of the cost. Our competitors are still doing this manually.”
Head of Strategy
Mid-market SaaS provider
Key Takeaways
The most important lessons from this saas ticket routing automation project.
AI-powered ticket routing automation eliminated 88% of manual processing time for this saas team, freeing staff to focus on high-value strategic work.
Implementation took less than a day — the no-code approach meant no IT bottleneck or months-long development cycle.
Error rates dropped by over 90%, significantly improving data quality and downstream decision-making.
The ROI was realized within the first month, with the solution paying for itself multiple times over through cost savings and productivity gains.
Implementation Timeline
From zero to production in Half a day — here's how they did it.
Step 1: Mapped the existing ticket routing workflow
Documented every step of the current manual ticket routing process, including decision points, exceptions, and handoffs between team members. Identified which steps could be fully automated versus those needing human oversight.
Step 2: Built the automation in Arahi AI
Used Arahi AI's no-code builder to create the ticket routing workflow: connected HubSpot and Stripe as data sources, configured AI decision logic for saas-specific requirements, and set up automated actions and notifications.
Step 3: Parallel run with manual process
Ran the AI agents alongside the manual process for one week to compare outputs. The AI matched or exceeded human accuracy on 98% of ticket routing instances, with the 2% of edge cases automatically flagged for human review.
Setup Time
Half a day
AI Agents
2 AI agents
Tools Connected
5 integrations
Frequently Asked Questions
Common questions about automating ticket routing in saas.
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