InfraHive powers a 24/7 AI support layer that handles 30+ tickets/week for a B2B manufacturing platform

This B2B manufacturing platform serves 80+ enterprise customers across 12 countries with a complex product catalog spanning industrial equipment, replacement parts, and maintenance services. With a support team of 8 agents covering business-hours-only in two time zones, customers in APAC and EMEA routinely waited 8+ hours for first response on urgent order status, RMA, and technical troubleshooting requests—driving churn and eroding NPS scores.

Previously, the company's support operation ran entirely through a Zendesk queue with basic auto-tagging that miscategorized 30% of tickets. Agents spent significant time on repetitive lookups—checking order status in their ERP, initiating RMA workflows, and pulling technical specs from a sprawling knowledge base. High-value customers received the same queue priority as simple status checks, and after-hours coverage was nonexistent. Their NPS had dropped 18 points over two quarters.

InfraHive deployed an AI-powered support layer that operates 24/7—handling order status lookups via direct ERP integration, automated RMA initiation and tracking, technical troubleshooting through intelligent knowledge base retrieval, and smart escalation that routes complex issues to the right specialist with full conversation context and customer history. The system was deployed on the company's own cloud infrastructure with all customer data staying in-environment.

With InfraHive, this B2B platform was able to:

• Handle 30+ support tickets per week with 90% fully resolved by AI without human intervention
• Reduce first-response time from 8+ hours to under 90 seconds across all time zones
• Increase NPS by 22 points within one quarter of deployment
• Enable true 24/7 global support coverage without adding headcount or outsourcing
• Free human agents to focus exclusively on complex, high-value customer interactions that require relationship management