Three brands, one lean team, and a 24-hour ticket queue that kept growing

Starco Brands, had a single leader running support for all three brands with a team of eight agents. Monthly ticket volume across the portfolio ran to roughly 8,600 contacts. Each brand brought its own customers, its own operational complexity, and its own support scenarios.

Running all three from a shared team, without the policy depth to automate across different systems and brand rules, meant several things stayed manual longer than they should have.

• Soylent customers were waiting up to 24 hours for responses
• Whipshots support’s main use case required coordinating a digital gift card through Tremendous across multiple systems, with an agent on every ticket. The average First Response Time was hovering around 13 hours.
• Skylar’s Scent Club drove a steady stream of subscription changes and WISMO contacts that consumed agent capacity
• Reporting across all three brands required manual assembly. Per-brand automation metrics did not exist out of the box, making it difficult to show leadership where the operation stood

The team needed automation that could hold brand-specific logic: distinct personas, separate policies, different integrations, all inside a single admin layer manageable by a team that was not growing.

• Live WISMO via Shopify, with NetSuite lookups for sales order IDs and 3PL integration status
• Recharge integration for subscription cancellation and one-time order management, with direct writes and no agent routing
• Order cancellation coordinated across NetSuite and Shopify, with a Zapier webhook for Soylent US to trigger the cancel event downstream
• Gorgias ticket creation and agent availability checks for cases that required escalation

• Kodif uses data from Starco Brand’s gift card platform to check fund availability and issue the gift card
• A Zapier webhook coordinates the downstream confirmation
• The flow runs end to end without an agent touchpoint

• Subscription cancellation, order cancellation, and WISMO extended to Skylar’s email channel
• Gorgias ticket tagging, status updates, and agent unassignment handled automatically when cases resolve without escalation