An American 3D design and engineering software company faced heavy support backlogs, rising attrition, and overwhelmed agents due to complex customer inquiries. Movate implemented its gig-based OnDemand support model, combining freelance domain experts, full-time specialists, and an automation platform. AI/ML deflected simple cases, while highly experienced architects and engineers handled complex ones, delivering fast, authentic resolutions. The model proved resilient—even stabilizing queues during a major Japan center outage—and seamlessly blended with traditional support when needed. Results included CSAT above 90%, a 67% cost reduction, 10-minute first responses, and support across 17 languages. Movate’s flexible expert network significantly improved CX and operational efficiency.

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