Key Takeaways
- MapleBuild Solutions cut customer support costs by 50% in under a year.
- Supportify’s hybrid AI-human model automated 70% of routine inquiries.
- Customer satisfaction scores increased by 18% post-implementation.
- The company saved over $120,000 annually on support operations.
- Actionable steps and best practices included for Canadian contractors and service businesses.
Introduction
In today’s competitive construction and contracting industry, customer service is a key differentiator—but it often comes at a steep price. For many Canadian businesses, rising support costs and inefficient processes eat into profits and strain teams. What if you could reduce support costs by half, while actually improving customer service efficiency and satisfaction?
This case study explores how MapleBuild Solutions, a mid-sized Toronto-based contractor, achieved exactly that. By partnering with Supportify and embracing a hybrid AI-human support model, MapleBuild not only slashed their support expenses but also delivered faster, more reliable service to their clients. Read on to discover the strategies, results, and actionable steps that can help your business achieve similar success.
Company Profile: MapleBuild Solutions
Industry: Construction & Contracting
Location: Toronto, Ontario
Size: 60 employees
Services: Residential and commercial construction, renovations, project management
Support Channels: Email, phone, web chat
Founded in 2008, MapleBuild Solutions has grown into one of Ontario’s most trusted general contractors. With a reputation for quality workmanship and responsive service, the company manages dozens of projects simultaneously, serving both homeowners and commercial clients.
By 2023, MapleBuild’s rapid growth brought new challenges—especially in customer support. As project volume increased, so did the complexity and frequency of client inquiries. The company’s leadership knew they needed to find a way to reduce support costs without sacrificing the high standards their clients expected.
The Challenge: Rising Support Costs and Inefficiency
Pain Points
By early 2023, MapleBuild’s support team was overwhelmed:
- High Support Costs: Monthly support expenses exceeded $20,000, driven by overtime, manual processes, and the need for additional staff.
- Slow Response Times: Average response time for email inquiries was 2.5 hours, with some clients waiting up to a day for answers.
- Declining Customer Satisfaction: CSAT (Customer Satisfaction Score) dropped below 70%, with clients citing slow responses and inconsistent information.
- Employee Burnout: Support staff were working overtime, leading to fatigue and turnover.
“Clients were frustrated with slow responses, and our team was burning out. We knew we had to make a change, but we didn’t want to compromise on service quality.”
— Sarah Lee, Operations Manager, MapleBuild Solutions
The Cost of Inaction
MapleBuild’s leadership calculated that if nothing changed, support costs would continue to rise, potentially exceeding $250,000 annually. Worse, poor customer service threatened to damage the company’s hard-earned reputation and future growth.
The Solution: Supportify’s Hybrid AI-Human Model
Why MapleBuild Chose Supportify
After evaluating several options, MapleBuild selected Supportify for its unique hybrid approach—combining AI-powered automation with experienced human agents. Supportify’s platform was designed specifically for Canadian service businesses, offering:
- AI-driven ticket triage and chatbot support
- Seamless escalation to human agents for complex issues
- Bilingual (English/French) support capabilities
- Compliance with Canadian privacy laws (PIPEDA)
Implementation Process
1. Support Ticket Audit
Supportify began by analyzing MapleBuild’s support tickets from the previous year. The findings were eye-opening:
- 70% of inquiries were routine (e.g., scheduling, project updates, warranty questions)
- 30% were complex or required human judgment (e.g., project disputes, technical clarifications)
2. AI Integration
Supportify’s AI chatbot and email triage system were configured to handle the most common, repetitive inquiries. The AI could instantly answer questions about project timelines, appointment scheduling, and warranty coverage.
3. Human Escalation
For more complex or sensitive issues, the system automatically routed tickets to Supportify’s team of trained agents, who worked closely with MapleBuild’s in-house staff.
4. Staff Training and Change Management
Supportify provided training sessions for MapleBuild’s support team, ensuring everyone understood the new workflows and escalation procedures.
5. Bilingual and Compliance Features
Given MapleBuild’s client base in Ontario and Quebec, Supportify enabled bilingual support and ensured all data handling met Canadian privacy standards.
Implementation Timeline:
The entire rollout—from initial audit to full deployment—was completed in just six weeks.
Results: Dramatic Cost Savings and Efficiency Gains
Quantifiable Outcomes
Support Cost Reduction
- Before Supportify: $20,000/month
- After Supportify: $10,000/month
- Annual Savings: $120,000
Customer Service Efficiency
- Average Response Time: Reduced from 2.5 hours to 20 minutes for routine inquiries
- Ticket Resolution: 70% of tickets resolved automatically by AI, 30% handled by human agents
- Overtime Costs: Reduced by 80%
Customer Satisfaction
- CSAT Score: Increased from 68% to 86% within six months
- Client Feedback: Fewer complaints about wait times and more positive reviews
Employee Impact
- Support staff reported less stress and higher job satisfaction
- Team could focus on high-value, complex cases instead of repetitive tasks
Real-World Example
A client needing a project update received an instant AI response, complete with a personalized timeline and next steps. Meanwhile, a warranty dispute was escalated to a human agent, who resolved the issue within two hours—far faster than the previous average of 24 hours.
Support Ticket Breakdown Before & After
| Ticket Type | Before Supportify (Manual) | After Supportify (AI) | After Supportify (Human) |
|---|---|---|---|
| Routine Inquiries | 70% | 65% | 5% |
| Complex Issues | 30% | 0% | 30% |
Key Statistics
- 50% reduction in support costs
- 18% increase in customer satisfaction
- 80% less overtime for support staff
Lessons Learned: What Made the Difference
Success Factors
- Automate the Right Tasks
MapleBuild’s success hinged on automating routine, repetitive inquiries—freeing up human agents for complex or sensitive issues. - Clear Escalation Paths
By defining which issues should be handled by AI and which required human intervention, MapleBuild avoided customer frustration and ensured quick resolutions. - Continuous Monitoring and Optimization
Regular reviews of AI responses and customer feedback allowed MapleBuild to fine-tune the system and maintain high service quality. - Staff Buy-In and Training
Investing in staff training and change management ensured a smooth transition and high adoption rates. - Canadian Context
Bilingual support and compliance with Canadian privacy laws were essential for serving MapleBuild’s diverse client base.
Common Pitfalls to Avoid
- Over-automation: Not all inquiries can or should be automated. Human oversight is critical for complex or emotional issues.
- Neglecting Training: Without proper training, staff may resist new systems or use them incorrectly.
- Ignoring Data Security: Compliance with privacy regulations is non-negotiable, especially in Canada.
“Start with a pilot program and measure results before scaling. The data will show you where automation makes the biggest impact.”
— Sarah Lee, Operations Manager
Actionable Steps: How to Reduce Support Costs and Improve Customer Service Efficiency
Ready to transform your own support operations? Here’s a step-by-step guide based on MapleBuild’s experience:
1. Audit Your Support Tickets
- Analyze your last 6-12 months of support inquiries.
- Categorize tickets as routine (FAQs, scheduling, status updates) or complex (disputes, technical questions).
2. Choose a Hybrid Solution
- Look for platforms that combine AI automation with human agent escalation.
- Ensure the solution supports your industry’s specific needs and compliance requirements.
3. Automate Routine Inquiries
- Deploy AI chatbots and automated email responses for common questions.
- Integrate with your CRM or project management tools for personalized answers.
4. Set Clear Escalation Rules
- Define which issues should be handled by AI and which require human intervention.
- Create workflows for seamless handoff between AI and agents.
5. Monitor and Optimize
- Track key metrics: support costs, response times, CSAT scores, ticket resolution rates.
- Regularly review AI responses and update knowledge bases as needed.
6. Train Your Team
- Provide comprehensive training on new tools and processes.
- Encourage feedback and continuous improvement.
7. Prioritize Data Security
- Ensure your support platform complies with Canadian privacy laws (PIPEDA).
- Protect client data with robust security protocols.
Quick Reference: Potential Savings for Canadian Contractors
| Company Size | Avg. Monthly Support Cost (Before) | Avg. Monthly Cost (After) | Annual Savings |
|---|---|---|---|
| Small (10-20) | $5,000 | $2,500 | $30,000 |
| Medium (20-50) | $12,000 | $6,000 | $72,000 |
| Large (50-100) | $20,000 | $10,000 | $120,000 |
Frequently Asked Questions
Q: Will automating support hurt my customer relationships?
A: Not if you automate the right tasks. MapleBuild found that clients appreciated faster responses to routine questions, while complex issues still received personalized attention from human agents.
Q: How long does it take to see results?
A: MapleBuild saw significant cost savings and efficiency gains within three months of implementation, with full benefits realized in under a year.
Q: Is this approach suitable for small businesses?
A: Absolutely. Even small contractors can benefit from automating routine inquiries and reducing manual workload.
Conclusion: Transforming Support for a Competitive Edge
MapleBuild Solutions’ journey proves that it’s possible to reduce support costs dramatically while actually improving customer service efficiency. By embracing Supportify’s hybrid AI-human model, MapleBuild achieved:
- 50% reduction in support costs
- Faster, more reliable responses for clients
- Higher customer satisfaction and loyalty
- Less stress and burnout for support staff
In a competitive market, efficient and cost-effective customer service isn’t just a nice-to-have—it’s a strategic advantage. If you’re ready to transform your support operations, now is the time to act.
Next Steps: Start Your Own Support Transformation
Ready to see how much you could save?
Contact Supportify today for a free support audit and personalized recommendations. Discover how you can reduce support costs and boost customer service efficiency—just like MapleBuild Solutions.
About MapleBuild Solutions:
MapleBuild Solutions is a Toronto-based general contractor specializing in residential and commercial projects. With a commitment to quality and customer service, MapleBuild serves clients across Ontario and Quebec.
About Supportify:
Supportify provides hybrid AI-human customer support solutions tailored for Canadian service businesses. With a focus on efficiency, compliance, and customer satisfaction, Supportify helps companies reduce support costs and deliver exceptional service.