How Lemieux et Cie cut resolution time by 82% while scaling support
Lemieux's customer support team were stretched thin with missed tickets and slow responses. Here's how BolsterBiz transformed support and reduced first response time and resolution by over 80%.
A luxury brand with a support gap.
Lemieux et Cie is a luxury home brand founded by Christiane Lemieux in 2020. Think high-end furniture, rugs, lighting, decor — the kind of pieces that show up in 180 boutiques across the US and Canada, plus online.
Luxury brands live and die on experience, and that includes customer support. But Lemieux's support team was understaffed and stretched thin. Tickets were getting missed. Response times were slow. There wasn't really a structure in place, and the team wasn't using technology to make things easier.
For a brand built on quality and attention to detail, that gap was a problem.
Customer support issues they were facing
Lemieux's support operation hadn't kept pace with the brand's growth. As a homegrown brand, they were struggling to resolve customer queries because:
The team was understaffed
There simply weren't enough people to handle the incoming workload.
Response times were slow
And the slower things got, the more pressure built up on the existing team.
Tickets were going unresolved
Without a proper system, some customer queries were just falling through the cracks.
Lack of a real structure
There wasn't a clear process for resolving issues efficiently, and tech wasn't being used to help.
Support solutions implemented by BolsterBiz
We started by building a dedicated team of experienced support agents — people who could step in and actually handle the workload. Then we introduced Hiver, a CRM that integrates with Gmail, to bring some order to ticket management.
Our expert agents helped design macros for frequently asked questions, so common issues could be resolved quickly without repeating the same response. On top of that, we set service-level agreements for response and resolution times and built metrics to track how the team was performing against those targets.
What changed
- First response time dropped by approximately 82.7%.
- Resolution time dropped by 82.2% within just six months.
- Operational efficiency improved, and overhead costs were reduced through streamlined outsourcing.
- Better data accuracy and scalability for decision-making going forward.
What the client said
Working with the BolsterBiz team to help us structure and grow our CX support team has been an absolute pleasure! They have been responsive and on point with troubleshooting any technical issues that arise, and super supportive in providing suggestions for implementing best practices as our company has grown since the start of our partnership.
Take a look inside
Support tickets that once sat for hours now close in minutes. Here's how response and resolution times fell by over 80%.
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Want to read the full story?
The full case study covers how the team was structured, how Hiver and macros were set up, and the SLA framework that brought response and resolution times down by over 80%.
- How the support team was structured
- How Hiver and macros were set up
- The SLA framework behind the 80%+ improvement
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