By shifting from reactive incident response to always-on CX assurance, this global SaaS leader transformed how it protects customer support availability, detecting issues in minutes, not after customers are impacted.
Challenge
For enterprise SaaS platforms, customer support availability is critical. When customers can’t reach support, especially during time-sensitive workflows, the impact is immediate: frustration, escalations, and lost trust.
This global digital agreements provider operates across multiple regions, carriers, and languages. However, their approach to voice availability testing was largely reactive. Issues were often identified only after customers reported problems or when teams noticed unexpected drops in call volumes.
For low-volume international numbers, outages could go undetected for hours. Once flagged, engineers were forced into manual dialing and cross-carrier checks, often spending 15–30 minutes just to confirm whether an issue existed—before diagnosis or resolution could even begin.
The Solution
To eliminate blind spots and reduce time-to-detection, the team implemented QuickTest as a unified, automated CX assurance platform.
QuickTest continuously runs real, in-country synthetic voice tests across critical support numbers and IVR flows worldwide. Instead of relying on customer complaints, the platform proactively validates availability, routing, and multi-step call journeys, alerting teams the moment something breaks.
Unlike previous tools, QuickTest provided:
- Always-on, 24×7 global synthetic voice testing
- Real-time proactive alerting
- Scalable testing of international numbers at scale
- Simple, no-code test creation and maintenance
- Clear dashboards that replaced noisy, unreliable alerts
Most importantly, it enabled the team to meet their internal SLA of detecting issues in under 10 minutes, consistently.
Results with QuickTest
- 70–90% reduction in time-to-detection, from 15–30 minutes down to minutes
- Sub-10-minute MTTD achieved consistently across monitored numbers
- 24×7 automated monitoring across 10 countries and multiple critical flows
- 100% elimination of manual dialing during incidents
- Hours saved per incident by removing manual triage across carriers
- Avoided potential revenue loss
- Improved confidence in releases and carrier changes, even on low-volume international lines
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