−68%
Handle time on refund tickets
4 weeks
From kickoff to production
~$140k
Saved annually
Summary
Lumen Health's support team was drowning in refund tickets — each one required pulling data from Stripe, Salesforce, and an internal ledger before responding. We built a unified context plugin that puts everything in one panel.
The challenge
Refund tickets were the single largest source of agent burnout. Each one required 4-7 tab switches between Freshdesk, Stripe, Salesforce, and an internal billing tool. Average handle time was creeping up 12% quarter over quarter.
What we built
We built a Freshdesk plugin that surfaces customer billing context inline. The plugin fetches Stripe charge history, Salesforce account status, and the internal ledger position when a ticket loads — no agent clicks required.
"Their browser extension shaved 3 minutes off every refund ticket. Across 400 refunds a week, that's a full headcount we got back."
Priya R. · Director of Support Operations, Lumen Health
Results
- →Average handle time on refund tickets dropped from 9.4 min to 3.0 min
- →CSAT on refund interactions climbed 14 points
- →One agent FTE reallocated from refunds to proactive outreach
- →Plugin shipped 4 weeks after kickoff, including 1 week of staged rollout
Solutions used
Stop waiting for Freshworks to ship it.
Tell us the workflow that's costing your team time. We'll have a working prototype in your hands inside two weeks.