How a Fast-Growing 3D SaaS Company Scaled Global Support with Sirius Support’s Pay-Per-Ticket Human Layer

As AI-powered customer support became the industry norm, one US-based 3D imaging and mapping SaaS company needed a better way to support its rapidly expanding global user base - hobbyists, students, architects, real estate professionals, and game developers around the world.

They turned to Sirius Support to build an elastic, pay-when-needed human layer capable of extending their brand experience without the cost burden of full-time dedicated agents.

The Challenge: Fast Growth, Global Demand, Limited Human Capacity

By early 2024, this SaaS company was experiencing:

• Rapid expansion into international markets

• Increasing support needs across APAC, EMEA, and LATAM

• Customer questions requiring human judgment, empathy, and product understanding

• Rising costs associated with hiring and managing dedicated human agents

• The need to maintain exceptional customer satisfaction while scaling globally

AI-based self-service tools were already in place - but users still needed human support for complex workflows, troubleshooting, and emotionally sensitive interactions.

The company required a flexible human support layer that aligned with modern AI-first support operations.

The Sirius Solution: Human + AI Innovation, Delivered On-Demand

Sirius Support deployed its Human-Centric Customer Service model using:

• Pay-per-ticket cost structure
  → No idle staffing, no fixed headcount costs, only pay when customers need humans.
  
  

• Elastic global staffing across four countries
  → Coverage spanning APAC, EMEA, and LATAM users.
  
  

• Fast-learning, adaptable human agents
  → Skilled in product ramp-up, empathy, and troubleshooting.
  
  

• AI-driven workflows paired with human judgment
  → Efficiency meets emotional intelligence.

This approach allowed the client to maintain high-quality support with predictable, optimized costs—while staying aligned with their customer-centric culture.

Immediate Impact: 100% Quality Assurance in the First Month

Within 30 days:

• Sirius agents achieved 100% Quality Assurance scores

• Customer interactions consistently reflected the brand’s tone, values, and culture

• Complex support inquiries were resolved with accuracy, empathy, and speed

This performance reinforced that Sirius-trained agents are an extension of the customer’s brand, not just outsourced labor.

Ongoing Results: High Satisfaction, Major Cost Efficiency

Today, Sirius Support handles:

• 55% of the company’s total global support volume

• 87% Customer Satisfaction (CSAT) across user types

This blend of high-quality human support and on-demand cost efficiency has enabled the company to:

• Scale globally without expanding internal headcount

• Maintain a high-quality support experience across regions

• Reduce staffing and operational costs

• Provide consistent human connection where AI alone is not enough

The partnership continues to grow, powered by Sirius’s commitment to transparency, accountability, and empathetic customer care.

Why Sirius Support? The Value Behind the Story

This success story highlights the key differentiators of Sirius Support:

✓ Human + AI Innovation

AI handles speed and efficiency.
Sirius human agents deliver empathy, nuance, and emotional intelligence.

✓ Pay-Per-Ticket Human Support

No wasted spend.
No underutilized headcount.
Human help only when customers truly need it.

✓ Elastic Global Coverage

Scale up or down instantly without operational disruption.

✓ Quality Without Compromise

100% QA out of the gate and consistently strong CSAT scores.

Conclusion

This fast-growing 3D SaaS company didn’t just outsource support - they modernized it.

By pairing AI-driven systems with Sirius Support’s empathetic, globally distributed human agents, they built a scalable, cost-effective, and brand-aligned support model that grows with their customers.

Sirius Support continues to power the people side of their AI customer support revolution - ensuring every customer gets the right help, at the right moment, at the right cost.