Delivering faster legal support without hiring more agents.
How BrightPath Legal used Relay to optimize workflows, automate ticket routing, and cut down first-response time by 70%.
How BrightPath Legal used Relay to optimize workflows, automate ticket routing, and cut down first-response time by 70%.
“Relay took our response time from days to hours — without adding any new headcount.”
BrightPath Legal supports mid-sized law firms across Europe with compliance software and consulting. As demand increased, their small customer support team struggled to keep up — juggling dozens of daily tickets while ensuring sensitive legal inquiries were prioritized correctly.
“Clients expect legal support to be responsive and accurate. We couldn’t afford to drop the ball.”
— Elena Fischer
Their existing help desk was slow and difficult to customize. Urgent tickets were buried in generic queues, and agents wasted time tagging and assigning issues manually. The team felt like they were always playing catch-up.
“Our agents were constantly firefighting, not actually helping customers. We needed structure — badly.”
— Elena Fischer
Relay allowed BrightPath to create automated workflows for routing tickets based on urgency, client type, and topic. They used Relay’s tags, filters, and priority labels to ensure the right tickets reached the right agent instantly. The result: less confusion, more time for meaningful work.
“The automation in Relay is a game-changer. It’s like having an extra support manager working 24/7.”
— Elena Fischer
“We didn’t just move faster — we moved smarter.”
— Elena Fischer
BrightPath plans to roll out customer satisfaction surveys triggered through Relay, and is exploring AI-powered tagging to further streamline their workflows.
“Relay’s making support scalable — without the burnout.”
— Elena Fischer
Join the companies using Relay to elevate their customer support experience.
