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.
solutions implemented
after-hours support
full CRM migration
overhead with steady support
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.
Client
Atlas Reality
Industry
Mobile gaming / location-based technology
Products
Atlas Earth, Atlas Empires
Headquarters
United States
CRM after migration
HelpShift
What it's about
A real-world metaverse where players buy and sell virtual land
Atlas Reality’s support setup was being stretched in a few directions at once. Here are the issues they were facing.
User inquiries were outpacing the team's ability to keep up.
They needed to move systems, but doing it without the right know-how was risky.
Anyone reaching out outside business hours was just waiting until the next day.
There wasn't a clean system for organizing contacts or tracking what was open versus resolved.
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.
The full case study breaks down exactly how each piece – scaling, the CRM switch, automation, and 24/7 – came together.
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.
