How BioRender cut ticket resolution time by 69% and boosted throughput 50%

Jocelyne Mendez-Guzman, a CX Operations Specialist at BioRender, revolutionized the company's Accounts Receivable (AR) process by implementing an automated triage system using Zapier, which significantly improved efficiency and reduced resolution times. Facing the challenge of manually sorting tickets in a shared Zendesk instance, Jocelyne created a 51-step Zap that categorizes tickets with AI, assesses agent workloads, and assigns tasks fairly, resulting in a 69% reduction in resolution times and a 50% increase in ticket throughput. This automation not only eased the workload on the AR team but also enhanced customer satisfaction and BioRender's cash flow by resolving issues faster. Jocelyne's initiative transformed her role, enabling her to tackle inefficiencies and lead strategic projects within the company, earning her recognition as the Operations Automator of the Year at the Zappy Awards. Her success story underscores the impact of automation on operational efficiency and personal growth, as she leveraged tools like APIs, webhooks, and JavaScript to solve critical business challenges without needing an engineering background.