Scaling global support without breaking consistency.

Quantix AI is an AI-powered data analytics platform used by enterprise teams around the world. With support teams based in Singapore, London, and New York, maintaining a cohesive customer experience was increasingly difficult. Each region had slightly different tools and processes — and clients noticed the inconsistencies.

“We weren’t short on talent. We were short on unity. Relay gave us the alignment we desperately needed.”
— Emily Rhodes, Head of Customer Experience

🔍 The Challenge

Despite being a single product, customer support felt different depending on where clients were located. Some agents used Zendesk, others used email and Slack. Training new team members became a 6-week ordeal, and escalations often stalled due to unclear ownership.

“Support had become a patchwork. Onboarding new agents was a nightmare — and our global clients deserved better.”
— Emily Rhodes

✅ The Solution

Quantix AI rolled out Relay as a unified customer support portal across all teams. Relay’s standardized workflows, shared inbox, and permission controls ensured that agents in any region could pick up tickets confidently and consistently. Templates, tags, and routing rules were set globally but adaptable locally.

“With Relay, we finally speak the same support language — no matter the time zone.”
— Emily Rhodes

📈 The Results

• 🌐 Consistent support processes across all global offices
• 📚 40% faster onboarding for new support agents
• ✨ Higher client satisfaction scores in post-ticket surveys
• 🛠 Fewer escalations due to better internal routing and documentation

“Clients feel the difference. Our responses are faster, more consistent, and more informed.”
— Emily Rhodes

💬 What’s Next

Quantix AI is working to integrate Relay’s reporting dashboard into its executive KPIs and plans to expand the use of Relay into its customer success and onboarding departments.

“Relay started in support, but it’s quickly becoming our global customer operations hub.”
— Emily Rhodes