Customer Stories
How a Leading Pickup Locker Technology Company Scaled Its Product Launch Support With Sirius 24/7 Human-Centric Model
Dec 16, 2025
As a fast-growing provider of smart pickup locker technology for restaurants and hospitality brands, this company was preparing for a major product launch across North America and Europe. Their rollout required a support experience capable of matching the reliability, speed, and convenience their hardware is known for.
To meet the surge in support needs - and ensure seamless coverage across languages and time zones—they partnered with Sirius Support in May 2023. Together, they built a bilingual, 24/7/365 human support operation designed for B2B customers with urgent technical needs and zero tolerance for downtime.
The Challenge: High-Stakes Technical Support for a Time-Critical Industry
In foodservice and hospitality, seconds matter. When a pickup locker or hardware component experiences an issue, it affects restaurant operations, customer experience, and revenue.
The company faced a high-pressure set of requirements:
A product launch with immediate, around-the-clock support needs
Coverage for North American and European B2B customers
Bilingual, native-speaking Tier 1 support (English + Spanish)
The ability to troubleshoot hardware, network, and configuration issues
Ultra-fast response expectations for phone and email
A need for accurate reporting, categorization, and logging of technical cases
The challenge of scaling support quickly without hiring internally
They needed a partner who could move fast - without compromising quality.
The Sirius Solution: Rapid Team Expansion & 24/7 Technical Support
Sirius deployed a blended customer service + technical support team, trained to manage the complexities of hardware troubleshooting, connectivity issues, device resets, and workflow guidance.
Key elements of the solution included:
✓ Bilingual, native-speaking Tier 1 agents
Ensuring clear, culturally attuned communication for English and Spanish-speaking customers.
✓ 24/7/365 support coverage
Critical for restaurants, hospitality operations, and international time zones.
✓ Full hardware and network troubleshooting capabilities
Ready to resolve issues at the moment they occur.
✓ Fast deployment - team expanded within one month
Allowing support to scale in lockstep with the product launch timeline.
✓ Accurate issue logging, categorization, and reporting
Supporting data-driven product improvement and operational visibility.
Sirius became the frontline support function, acting as a seamless extension of the company’s technical team.
Launch Results: Industry-Leading Response Speed & Operational Reliability
With Sirius live before and during the product launch, the company quickly achieved exceptional service performance:
✓ 95% of phone calls answered in under 60 seconds
Critical for frontline restaurant operators and location managers.
✓ 97% of emails responded to within 15 minutes
Eliminating friction and speeding up resolution times.
✓ Zero disrupted service during launch
Stable coverage across all customer touchpoints.
These results ensured the product launch was not only successful—but supported with the consistency and reliability B2B customers expect from essential restaurant hardware.
Ongoing Performance: Complete Resolution, Zero Escalations
Today, the Sirius team continues to support the company with:
✓ 100% of support requests resolved within 48 hours
Fast, predictable resolution for every type of case.
✓ 0 escalations
Demonstrating both technical competency and customer trust.
✓ Continued bilingual support across APAC and LATAM teams
Providing full global coverage for a rapidly expanding market.
Sirius has become a strategic operations partner - delivering the responsiveness and technical assurance the brand needs as it grows in new regions and industries.
Why Sirius Support Was the Ideal Partner
This customer story showcases several Sirius differentiators:
✓ On-demand global support - staffed fast, staffed right
Scalable within days, not months.
✓ Bilingual, human-centric service for a global customer base
Native-speaking agents build trust and improve accuracy.
✓ Technical expertise paired with empathetic communication
Handling hardware issues with clarity and confidence.
✓ A usage-based model with no wasted staffing costs
Flexible coverage that aligns with real operational demand.
✓ Performance aligned to the company’s high-speed environment
Response times and resolution rates that match the urgency of foodservice and hospitality operations.
Conclusion
With Sirius Support, this pickup locker technology company transformed its support operations into a fast, reliable, and scalable engine - capable of keeping pace with product launches, technical demands, and global customer expectations.
Through bilingual agents, 24/7 coverage, hardware troubleshooting expertise, and a deeply human approach to customer care, Sirius ensures the brand delivers on its promise: making order pickup faster, easier, and more reliable for every operator and every customer.