Ridge cut cost per ticket 70%.

Support cost was scaling with volume.

Ridge needed to absorb repeat work without lowering the quality customers expected from a premium brand.

• Routine questions grew with every order. More volume meant more cost if every ticket stayed in a human queue.
• The experience could not feel cheaper. Any automation had to preserve the service standard behind the brand.
• The team needed leverage. People had to spend less time repeating answers and more time solving exceptions.

Automate the volume. Protect the experience.

Ridge used Richpanel to move repetitive support work to AI while keeping higher-value conversations with the team.

• AI owns the repeat work. Common questions are handled without waiting for an agent.
• People own the exceptions. Complex, sensitive, and judgment-heavy conversations stay human.
• Results are measured together. Lower operating cost only counts when customer satisfaction holds or improves.

“Our cost per ticket dropped 70%. That is about $500K back every year, and CSAT climbed from 88% to 96%.”

Sean Frank

CEO, Ridge

70% lower cost. 96% CSAT.

Ridge did not have to choose between efficiency and customer experience. Both moved in the right direction.

• Cost per ticket fell 70%. Repetitive work stopped carrying a full human-service cost.
• CSAT rose from 88% to 96%. Faster operations did not dilute the premium experience.
• About $500K in projected annual savings. The support budget now produces substantially more output.

Automation works when quality moves with it.

The Ridge result is a business case, not a feature checklist: less spent on each resolution, more satisfied customers, and a team focused on the work where people matter most.