How a SaaS Company Automated 70% of Support Tickets with OpenClaw and Saved $180K Annually
CloudMetrics, a B2B SaaS analytics platform with 2,400 active customers, was drowning in support volume. Their six-person support team handled 300+ tickets per day across email, Slack, and their in-app chat widget. Average first-response time had ballooned to 4.5 hours during business hours and 12+ hours on weekends. Customer satisfaction scores dropped from 4.6 to 3.9, and two senior support agents resigned citing burnout. Hiring replacements would take months and cost $140K+ in annual salaries alone.
HumansAI deployed OpenClaw as CloudMetrics' frontline AI support agent in a three-week implementation. The open-source agent was self-hosted on CloudMetrics' AWS infrastructure, connected to their Zendesk helpdesk, Slack workspace, and in-app Intercom widget. OpenClaw was trained on their entire knowledge base (400+ help articles) and given read/write access to their customer database for account-specific queries.
OpenClaw classifies incoming tickets by category, urgency, and complexity in real time. Routine inquiries — password resets, billing questions, feature explanations — are resolved instantly with personalized responses that reference the customer's specific account details and usage history.
The agent operates simultaneously on email, Slack, and in-app chat. A customer who starts a conversation via email and follows up on Slack experiences seamless continuity — OpenClaw's persistent memory ensures no context is lost across channels.
When OpenClaw encounters a ticket it cannot resolve confidently — a bug report, a feature request, or an upset customer — it escalates to the human team with a detailed summary including conversation history, attempted solutions, customer sentiment score, and recommended next steps.
After resolving a ticket, OpenClaw follows up 24 hours later to confirm the issue is truly resolved. It collects satisfaction ratings and flags any negative feedback for immediate human attention, catching problems before they become churn risks.
OpenClaw fully resolves 210 out of 300 daily tickets without human intervention, handling password resets, billing questions, feature guidance, and account lookups autonomously.
Eliminated the need to hire two replacement agents ($140K) plus reduced on-call overtime costs ($40K). OpenClaw's running cost is under $1,200 per year in API and hosting fees.
CSAT improved from 3.9 to 4.8 within 60 days. Customers rated OpenClaw's responses as helpful, fast, and personalized — many did not realize they were interacting with an AI agent.
Down from 4.5 hours to under 30 seconds across all channels. Weekend and after-hours response times improved even more dramatically — from 12 hours to under 1 minute.
"We went from losing customers over slow support to getting compliments on how fast we respond. OpenClaw handles the repetitive stuff so our human agents can focus on the complex problems they actually enjoy solving. Our team went from burned out to energized in a matter of weeks."
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