How LMA Group helped SoftTech cut backlog by 70% and raise CSAT to 95%—in just 90 days

Overview

– Client: SoftTech
– Industry: Nearshore Customer Experience & IT Services
– Region: Caribbean & US-based bilingual markets
– Challenge: Escalating service backlog, declining satisfaction, lack of multilingual coverage

Solution Delivered

– Designed and launched a bilingual customer service pod from Monterrey
– Leveraged AI-based ticket routing and prioritization
– Delivered real-time dashboards and coaching loops to improve resolution quality
– Introduced Accent Jade-coded feedback labels to flag sentiment shifts

Results

– Backlog reduced by 70% in under three months
– Customer Satisfaction (CSAT) jumped from 82% → 95%
– First-response times improved by 42%
– Sentiment scores increased across Trustpilot and regional platforms