Stellarflow Analytics: Building a Follow-the-Sun Support Engine
A fast-growing SaaS analytics platform needed round-the-clock, multi-region technical support without sacrificing response quality or customer satisfaction scores.
04 days
AVG. TIME TO HIRE
92%
RETENTION RATIO
32
ROLES FILLED
The Challenge
Stellarflow's customer base had expanded across three continents, but their tier-2 technical support coverage was limited to a single time zone. Response SLAs were slipping and churn risk was rising among enterprise accounts.
Strategic Response
Framework
We built a nearshore and offshore blended team model with shared enablement and unified tooling.
Coverage Mapping
Mapped support volume against time zones to design a 24/7 follow-the-sun staffing model spanning Manila and São Paulo.
Enablement Program
Built a shared knowledge base and shadow-support pipeline so new hires reached full productivity within two weeks.
Quality Calibration
Weekly cross-region calibration sessions kept CSAT scores consistent across every shift and location.