FIXD Automotive.
8 Years. Zero Gaps.
From a 90,000-ticket crisis to the longest active support partnership in CSS history.
A Consumer Hit.
An Operational Crisis.
CSS walked into FIXD Automotive in 2018. They had a massive consumer hit on their hands, but their operations were paralyzed. They were staring down a backlog of 90,000 emails inside a shared Outlook inbox with no triage system and a team of two.
FIXD's OBD-II device had gone viral. Orders were flying in. But every order generated questions, complaints, and warranty claims that went into the same undifferentiated inbox. The product was winning. The operations were losing.
Phase 1: Triage Over Resolution
We deployed a 3-agent strike team focused solely on categorization. We separated high-risk tickets (cancellations, hardware failures) from low-risk noise (shipping updates, duplicates) before attempting any resolution.
Phase 2: Dual-Track Execution
By week two, we scaled to 8 agents running two parallel tracks: Team A handled the live daily volume (850+ emails/day) while Team B systematically attacked the historical backlog with bulk-processing macros.
Phase 3: Migration & Normalization
By month three, backlog was zero. Only then did we migrate from Outlook to Zendesk. You cannot migrate a burning house. You put the fire out first.
"CSS cleared a 90,000-ticket backlog in 90 days and then ran our full support operation for 8 years. They are not a vendor, they are infrastructure."
Davis Wright
Co-Founder & CEO, FIXD Automotive
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