The Situation
90,000 Emails. One Outlook Inbox. No Plan.
In May 2018, FIXD Automotive was scaling fast. Their OBD-II diagnostic device had found a strong consumer market, but their customer support operation had not kept pace. CEO John Gattuso was sitting on a backlog of over 90,000 unanswered customer emails, all being managed manually through a shared Outlook inbox.
There was no ticketing system, no categorization, no triage. Just a growing pile of customer requests that was getting worse every day. FIXD needed someone who could walk in, take over, and fix it, not in months, but immediately.
The call came in. CSS closed it on the first conversation.
The Deployment
3 Agents. Then 8. Then 12.
CSS deployed 3 agents within 24 hours of the engagement starting. The initial priority was triage: categorize everything, label by issue type, and start working through the backlog systematically. Within the first week, the team scaled to 8 agents as the scope became clear.
By the end of month two, CSS had expanded to a 12-agent operation. Daily inflow at that point was running 850 to 1,000 emails per day. The team was handling both the live inflow and chipping away at the historical backlog simultaneously.
By the end of month three, the backlog was gone. FIXD had a clean inbox, a categorized ticket history, and a support operation that was actually running.
Week 1 / May 2018
3 Agents Deployed
Triage begins. Backlog categorized and labeled. Outlook inbox under management.
Week 2
Scaled to 8 Agents
Full scope confirmed. Daily inflow at 850-1,000 emails. Dual-track: clear backlog, manage live volume.
Month 2
12-Agent Operation
Full team in place. All channels covered. Backlog reduction accelerating.
Month 3 / ~August 2018
Backlog Cleared. Operation Normalized.
90,000+ email backlog eliminated. Daily inflow fully managed. FIXD support is clean and running.
Migration 2019/2020
Outlook to Zendesk
Full workflow migration to Zendesk. CSS agents transition seamlessly. No interruption to service.
2026 / Present
Still Running. Still Growing.
84,193 tickets created, 84,171 solved in the last 90 days alone. 82.8% one-touch resolution rate. Partnership entering year 9.
What CSS Manages Today
Six Platforms. One Team.
The FIXD operation today is a fully integrated multi-platform support environment. CSS agents are embedded across every tool FIXD uses to serve their customers.
Zendesk
Primary ticketing. Full queue management, tagging, and escalation protocols.
Shopify
Order management, refunds, shipping inquiries, and subscription handling.
Amazon
Marketplace support, review management, and seller messaging.
ShipStation
Shipment tracking, delivery issue resolution, and carrier coordination.
Custom Admin Panel
Subscription status checks, device resets, and basic diagnostic troubleshooting.
Custom CRM + eBay
Internal CRM data and eBay channel support for full coverage across all sales channels.
Live Performance
The Numbers Don't Lie.
From FIXD's Zendesk dashboard, Nov 15, 2025 to Feb 13, 2026 (90 days):
84,193
Tickets Created
84,171
Tickets Solved
82.8%
One-Touch Rate
649
Unsolved (0.8%)
An 82.8% one-touch resolution rate means 8 out of 10 customer issues are resolved in a single interaction, no follow-up required. At 84,000 tickets per quarter, that is operational precision at scale.
"We have worked with CSS for several years now. They are always responsive and they work with us to meet our needs as we grow."
Davis Wright
Customer Experience Manager
FIXD Automotive, Inc.