Healthtech · 220 agents
Lumen Health
Cut refund-ticket handle time by 68%.
Lumen Health's 220-agent support team was burning hours on refund tickets — 4 to 7 tab switches per case across Freshdesk, Stripe, Salesforce, and an internal ledger. We shipped a Freshdesk browser plugin in 4 weeks that pre-loads every relevant data source the moment a ticket opens, turning 9-minute tab-juggling sessions into 3-minute responses.
−68%
Handle time on refund tickets
4 weeks
From kickoff to production
~$140k
Saved annually
The screen they actually see
Browser extension, live in the agent's Freshdesk.
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.
My refund of $284.50 was promised in 3-5 days. It's been 6. Order LH-9921.
Reply
Hi Priya — refund of $284.50 issued May 11 (Stripe py_3Nv8w). ACH credit lands within 5-10 business days. Credited $10 for the wait.
Requirements & solutions delivered
What they asked for. What we shipped.
Reduce refund-ticket handle time without hiring
Freshdesk plugin that auto-loads context on ticket open. Handle time dropped from 9.4 min to 3.0 min — equivalent to one full FTE recovered.
Show Stripe, Salesforce, and billing-ledger data inline
Live data pull from all three systems the moment a ticket opens. Zero agent clicks. Side-panel renders in under 200 ms.
Audit-logged for healthtech compliance
Every context load is logged with agent, ticket, fields fetched, and timestamp. Nightly export to their SIEM via SFTP.
Zero agent retraining
Plugin lives in Freshdesk's existing right-rail. Looks like a native panel. Same-day adoption, no internal docs needed.
Roll out without disrupting an active queue
Staged at 20% → 50% → 100% across the team in 5 days. One hot patch on day 3. Zero customer-facing incidents.
The problem
What it actually looked like.
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.
9.4 min
Average refund-ticket handle time
4–7 tabs
Tools open per ticket (FD, Stripe, SF, ledger)
+12% / qtr
Handle time growing quarter over quarter
400 / week
Refund-ticket volume the team had to clear
Before vs after
Refund-ticket handling: rebuilt.
Before · 9.4 min avg
- 1Open Freshdesk ticket
- 2Switch to Stripe — find the charge
- 3Switch to Salesforce — verify account
- 4Open internal ledger — check balance
- 5Switch back, write reply
- 6Send · move on
Handle time creeping up 12% per quarter. Agents burning out on tab-juggling alone.
After · 3.0 min avg
- 1Open ticket — sidebar pre-loads Stripe + Salesforce + ledger
- 2Confirm context, write reply
- 3Send · move on
−68% handle time. One agent FTE reassigned to proactive outreach.
How we shipped
Week 1 to live in week 4.
- Week 1Step 01
Audit & scope
90-minute audit on Monday. One-page SOW signed Friday. No surprises after.
- Week 2Step 02
Working prototype
Freshdesk plugin running live against staging Stripe API. Three agents shadow-testing.
- Week 3Step 03
Production build
Salesforce + ledger integration in. Audit log live. Internal beta with 12 agents.
- Week 4Step 04
Staged rollout
20% → 50% → 100% over five days. Hot patch on day three. Zero incidents.
"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
Outcomes
- 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.