SaaS Project Forma Scales Support & Saves 80K$ via Automation
SaaS Platform Forma
Forma is an AI-powered PDF editing and converting tool launched by the creators of the award-winning scanner app iScanner. With over 100K+ downloads, Forma is now used and loved by 100M+ users worldwide.
Who’s EverHelp?
EverHelp is an industry-leading provider that combines human + AI efforts to deliver custom support outsourcing services. Since our founding in 2021, we have scaled from 5 employees to 1,000+ agents across 4 continents and have worked with over 100 clients. But great support today isn't just about people, but about pairing the right humans with the right technology.
That's why we combine our expert agents with Evly, our proprietary AI customer service agent built on everything we've learned about delivering exceptional customer experiences. Evly:
- instantly responds to queries in just 15 seconds
- handles 85% of routine tickets without agent involvement
- and reduces workload by up to 60% during peak periods.
The result? A seamlessly blended human + AI support model that helps our clients:
- Deliver quick responses in under 45 seconds
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Providing Fast User Support 24/7
The Forma project became our client back in May 2023. Back then, they were looking for an outsourced support partner to handle tickets 24/7. When we started our collaboration, Forma had:
- 1 web platform
- 1 support agent
- 700 monthly tickets
- Only email support is available
- Over 12 hours FRT and case resolution time
- No information about their service quality.
Our Solution: Building a Dedicated Support Team to Cover Maximum Support Interactions
As Forma was still a growing project, we decided to build a scalable support system to help them handle growing demand.
- Customer support team – 64 agents covering 180K monthly tickets
- Omnichannel support system – extending communication to include, aside from email, phone support, and social media, as well as handling billing queries.
- Shift leads team – a group of 2nd line support agents covering complex user requests and helping integrate new agents into the work processes.
Integrations We Implemented
In addition to assigning dedicated agents to the project, we decided to help Forma optimise their processes through automation, powered by their chatbot and our AI assistant, Evly. This has helped:
- Automate 65% of all requests end-to-end with 93% accuracy.
- Save 80K$ monthly on hiring.
The Results
Looking Ahead
Forma is one of our quickly growing clients, and as such, our primary focus for the near future is to:
- Increase the ticket automation rate, pushing it to 70%+
- Launch a dedicated Concierge Service with support chats working 24/7
- Maintain the Employee retention rate at 90-95% despite rapid project scaling.
FAQ
It usually takes around 4 weeks to get the Everhelp team up and running, and requires almost no time from your internal team. We handle the bulk of onboarding and knowledge transfer ourselves, covering all key steps of the process:
- kickoff& alignment
- integration
- knowledge transfer
- shadowing & ramp-up
In practice, your team’s involvement is limited to critical guidance and approvals, while Everhelp drives the day-to-day ramp-up.
We build clear reporting and communication systems that allow us to stay fully informed about all the ongoing support processes through:
- dashboards with key metrics
- performance reports with insights
- regular sync-calls with actionable updates and risk flags
- immediate escalation in case of critical issues or SLA risks
After all, our role as your partner is to proactively provide you with information on trends, flag potential risks, and suggest service improvements before they become real issues.
Measurable improvements in CSAT are typically seen within the first 1–2 months after we take over. Our teams follow proven onboarding and training processes, ensuring agents quickly understand your product, tone, and customer expectations. We implement data-driven quality monitoring from day one, identifying gaps and proactively coaching agents. In many cases, clients report noticeable CSAT gains even in the first few weeks, with steady growth as the team fully ramps up.
At EverHelp, we don’t simply replace your in-house team. Our main goal as your outsourced partner is to bring the expertise, structure, and strong management practices that allow us both to maintain high service quality and exceed expectations across key metrics. Our mission is to ensure your customers feel the same (or an even higher) level of care as they would with in-house support, while your business gains measurable value, scalability, and performance improvements.
As EverHelp acts as a strategic partner, we constantly utilize our specialized expertise to:
- Provide CX and business recommendations for managing cancellations and refund rates, VAMP, and billing.
- Identify bottlenecks, streamline workflows, and suggest process improvements that increase team efficiency.
- Organize regular reporting and analysis to identify trends, recurring issues, and opportunities for product or service development.
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