Success stories with BolsterBiz
How Atlas Reality scaled support and switched CRMs without missing a beat
Atlas Reality needed a scalable after-hours customer support outsourcing team to deliver dependable after-hours support and stay on track through a full CRM migration. Here's how BolsterBiz made it happen.
7solutions implemented
24/7after-hours support
1full CRM migration
Reducedoverhead with steady support
The story
Fast growth, and a support setup under strain.
Atlas Reality builds location-based mobile games, Atlas Earth and Atlas Empires, where players buy, sell, and build on virtual land mapped to the real world - a growing US gaming company.
Fast growth is great until your support setup can't keep up. Atlas Reality needed more agents, a switch to a new CRM, after-hours coverage, and better systems for tracking issues — basically all at the same time.
BolsterBiz helped scale the team, ran the migration to HelpShift, set up automation to reduce manual work, and got after-hours support up and running so the in-house team could finally get some breathing room.
ClientAtlas Reality
IndustryMobile gaming / location-based technology
ProductsAtlas Earth, Atlas Empires
HeadquartersUnited States
CRM after migrationHelpShift
What it's aboutA real-world metaverse where players buy and sell virtual land
The challenges
Customer support problems Atlas Reality faced
Atlas Reality's support setup was being stretched in a few directions at once. Here are the issues they were facing.
Not enough people
User inquiries were outpacing the team's ability to keep up.
A CRM migration was overdue
They needed to move systems, but doing it without the right know-how was risky.
No after-hours support
Anyone reaching out outside business hours was just waiting until the next day.
Contacts and issues were a mess
There wasn't a clean system for organizing contacts or tracking what was open versus resolved.
The solution
How BolsterBiz outsourcing helped Atlas Reality improve customer service
We worked closely with the Atlas Reality team to map out what needed fixing, then tackled it piece by piece — but in parallel rather than one at a time.
That included migrating to HelpShift and building custom programs within it, running training sessions to help the team feel comfortable with the new tools, setting up automation to reduce manual tasks, launching after-hours coverage, and implementing a proper system for managing contacts and tracking issues.
Regular check-ins kept everyone aligned along the way.
What changed
- Response times dropped noticeably.
- Customer satisfaction went up across the board.
- The migration to HelpShift went through smoothly, with custom programs built for their needs.
- After-hours support is now live, taking pressure off the in-house team.
- Automation and improved tracking streamlined the day-to-day workflow.
Client feedback
What the client said
Derek St. JohnTrust and Safety Manager, Atlas Reality
If you are looking for a company that can provide you with knowledgeable staff, superior customer service skills, and after hours support, you should work with BolsterBiz!
Case study preview
Take a look inside
Browse the first two pages free. The full case study breaks down exactly how each piece — scaling, the CRM switch, automation, and 24/7 — came together.
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Scaling a team, switching CRMs, adding automation, and going 24/7 — all at once — is a lot to pull off. The full case study breaks down exactly how each piece came together.
- How the support team was scaled
- How the HelpShift migration was run
- How automation and 24/7 coverage came together
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