Case studies

Real teams. Real founders. Real results.

Below are a few clients from over 100 placements since 2020. Different founders, different businesses, one common thread: they stopped drowning in customer support and got their time back. The numbers (and the words from the people who lived it) are below.

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These are stories from founders we work with. Different products, different customers, same result: a senior support team member becomes part of the team, reply times drop, customer satisfaction goes up, and the founder stops being the back-up support rep.

Dov Kaufmann, Tolstoy
01Video commerce SaaS · Israel

Shopify app ranking jumped about 90 spots after a wave of 5-star reviews thanks to better customer support.

Tolstoy was growing fast and needed support that could keep up. They didn't want to keep rebuilding their support team from scratch. xFusion placed a senior team member who became part of the company. They handled customer questions so well that customers left 5-star reviews, and Tolstoy climbed the Shopify rankings as a result.

“xFusion has been an absolute game-changer for Tolstoy. Working with them has enabled us to grow faster and more professionally than we ever could have alone.”

Dov Kaufmann, Tolstoy
Read the Tolstoy case study
Derrick Reimer, SavvyCal
02Scheduling SaaS · USA

Cut average reply time by 84.79% and turned an outsourcing doubter into a believer.

Derrick didn't believe in outsourced support before working with xFusion. Once a senior xFusion team member was placed and trained on SavvyCal, Derrick saw replies and customer chats that matched how he would have answered them himself. That's what changed his mind on the whole idea.

“I was admittedly skeptical of the outsourcing model at first, but xFusion has proven that skepticism unwarranted. This is not your stereotypical outsourced support agency.”

Derrick Reimer, SavvyCal
Read the SavvyCal case study
John Carbone, Bonify
03Credit and personal finance · USA

Held a 4.9 Shopify customer rating for nearly four years while xFusion handled almost every ticket.

Bonify's leaders were buried in tickets, working in the business when they needed to be working on it. xFusion placed a senior support team member who took over the daily ticket load and handled the tougher cases. They quickly earned enough trust that the team relied on xFusion to “make it right fast” when problems came up.

“We were sort of in support hell, just kind of working in the business instead of on the business.”

John Carbone, Bonify
Read the Bonify case study
Toby Marsden, Ordered Magic
04Shopify apps and e-commerce operations · France / USA

Grew support coverage from one agent to two full-timers plus a part-time weekend agent, with hundreds of new 5-star app reviews and a higher search ranking.

Toby didn't want a generic outsourced support shop. He wanted a team built around how Ordered Magic actually works. xFusion placed senior team members, trained them on Ordered Magic's process, and ran the culture and management side so it felt like an in-house team.

“I didn't really see it as outsourced support. I really saw it as building a remote team around our working practices and our values.”

Toby Marsden, Ordered Magic
Read the Ordered Magic case study
Tom Foster, TheReceptionist
05B2B SaaS (visitor management) · USA

Hit a 98.9% customer satisfaction rating with xFusion, then grew the partnership several times.

TheReceptionist chose xFusion because the values matched, not just because the cost did. Over many years of working together, xFusion has kept placing strong support team members, managed them closely, and given Tom's team a partner they trust enough to keep growing with year after year.

“xFusion is attentive, hire the best people, and work very hard to consider our needs. We all look forward to many more years of growth with the xFusion team.”

Tom Foster, TheReceptionist
Read the TheReceptionist case study
Marcelo Olivera, Revy
06Video and creator SaaS · Brazil

The founder stopped worrying about customer support. Period.

Marcelo was handling customer support himself and called it a constant weight on his mind. After the xFusion team came in, customer support stopped being something he had to think about. That gave him back the mental space to run the rest of the business.

“Since I hired the xFusion team, I've been very pleased because I don't have to worry anymore about customer support.”

Marcelo Olivera, Revy
Read the Revy case study
Claire Fundingsland, SkyFi
07Satellite imagery and geospatial data · USA

Held a 91.9% customer satisfaction rating with a 36-minute average reply time across customers around the world, 24/7.

SkyFi's customers reach out around the clock, and the team needed support that could handle a global, technical group of users without dropping the ball. xFusion's senior team members took full ownership of customer chats from start to finish. That is the part Claire highlights most.

“xFusion's emphasis on customer satisfaction has been such an asset to SkyFi. They never leave a customer interaction unresolved.”

Claire Fundingsland, SkyFi
Read the SkyFi case study

Want to see if we can help you the same way?

If any of these stories sound like where you are right now (drowning in tickets, watching customer satisfaction slip, tired of hiring in-house or rolling the dice on freelancers), there's a simple next step. Talk to our founding team for 30 minutes. We'll figure out what you actually need, tell you honestly whether we're the right fit, and walk you through what working with xFusion looks like.

Book a Discovery Call
30 minutes. No commitment. No credit card. You'll talk directly with our founding team.