Where each player sits. Two axes that matter to a CFO.
Horizontal axis: position in the stack — the further left, the earlier in the
customer journey. Vertical axis: business case impact — how much support cost the
player can actually take out for the brand. The top-left quadrant is empty, except
for one.
Top-left quadrant
The Triage Layer is unoccupied.
Only simplysolve combines upstream position with the deflection economics
that move the cost needle.
Middle band
CRMs improve workflow, not volume.
Salesforce, Zendesk and Claimlane help agents handle tickets faster — but
every request still becomes a ticket.
Right side
Repair platforms fix what arrives.
Prolong, URC, Save Your Wardrobe and Tingit execute repairs well — but
receive cases that should have been triaged out.
§ 02 · State of the art vs. new proposal
One request, two paths. Same volume in. Very different load downstream.
Both flows start with the same customer volume. What changes is where the work
happens — and how much of it actually needs a human.
Current state
Without a Triage Layer
Every request becomes work. Support team and repair team both run
hot.
👤
Customer requests
Email · forms · phone · social
Volume
100%
100%
🎧
CRM / Helpdesk
Every ticket worked by a human, in every country
Support team load
HIGH
~60%
🔧
Repair Operations
Receives all cases — including many that aren't repairable
Repair team load
HIGH
New proposal
With simplysolve ahead
96% resolved before a human is involved. Downstream teams handle only the
residual.
👤
Customer requests
Email · forms · phone · social
Volume
100%
100%
⊕
simplysolve
Auto-triage across all topics · qualifies, resolves, routes
Automation
96% AUTO
4%
🎧
CRM / Helpdesk
Only the residual — qualified and enriched on arrival
Support team load
LOW
~2%
🔧
Repair Operations
Only real, repairable cases — no operational waste
