Overview
Capsule builds scheduling and patient communication software used by thousands of clinics. Clinic staff depend on fast answers when a booking fails or a reminder does not send, because every delay affects real patients. As the customer base grew, the support queue grew faster than the team that had to answer it.
Challenge
Most tickets were routine, yet each one still needed a person to read it, find the clinic's account, check settings in three different tools and write a reply. During Monday mornings and seasonal peaks, wait times stretched to hours and the team spent most of its energy on repetition.
Long wait times during peak hours
The same answers written again and again
Manual updates across three separate tools
Solution
Capsule placed Synthora agents in front of its support queue. Agents read every new ticket, pull the account history, check configuration and either resolve the issue directly or hand a complete summary to the right specialist. Replies are drafted in Capsule's own tone and records update automatically in the CRM.
Automatic triage and routing by topic
Drafted replies in the team's own voice
Account records updated without copy and paste
Answer the Routine Questions Instantly
The team began by listing the twenty questions that made up most of its weekly volume. Password resets, reminder settings and calendar sync issues topped the list.
Agents learned from Capsule's help center and past resolved tickets, then were tested on a week of real conversations before going live. Within a month they were resolving sixty-two percent of tickets end to end, with a specialist reviewing a sample every day to keep quality high.
Clinics noticed immediately. Questions that used to wait until the afternoon were answered in minutes, often before staff had finished their first appointment of the morning.
Give Specialists the Full Picture
When a ticket needs a person, the agent attaches everything the specialist needs: account details, recent changes, error logs and a suggested next step. Nobody starts a conversation by asking the clinic to repeat itself.
Specialists now spend their time on complex integrations and sensitive conversations, the work where human judgement matters most. Handover notes are consistent, so shifts change without losing context or customer trust.
Turn Support into Proactive Care
Tickets are now resolved three times faster than before, and satisfaction scores have risen in every quarter since launch. Capsule handled a year of rapid growth without adding support headcount.
With the queue under control, the team has started reaching out before problems happen. Agents watch for failed reminders or sync errors and alert clinics with a fix already prepared. Support has shifted from a cost center to a reason customers stay, and Capsule's product team now uses ticket insights from the agents to prioritise its roadmap.
