Measurable Success
Real numbers that demonstrate the transformation
< Case Studies
E-Commerce
Automation That Scales Support
Manta Sleep
"AI automation has made the CS team’s data tracking faster, easier, and more reliable.”
Laneza Rimando
Customer Success Manager, Manta Sleep
Overview
Manta Sleep’s customer support team was spending a significant portion of each day manually transferring customer feedback from their CRM platform into a central spreadsheet. As ticket volume grew across multiple regions and product versions, this repetitive process became a major operational bottleneck. Valuable customer data was slow to capture, inconsistently categorized, and increasingly difficult to trust for decision-making.
The Challenge
Manual workflows slowed growth and operations
- Agents spent multiple hours on manual data entry
- Risk of error from copy-pasting into tracking sheets
- Difficult product matching due to SKU variations and silent updates
- Expansion to multiple stores made manual tracking unsustainable
- Lost productivity to data entry that could be spent on customer care
The Solution
Transformed data tracking and team efficiency
- Automated ticket data extraction and logging
- Smart mapping of sentiment, categories, and order details
- Accurate product identification and data inference without manual lookup
- Scaled to support all major store regions
- Improved reporting consistency and freed agents for higher-value work
The System
Input transformed into actionable output
The CRM platform of choice, Richpanel, is connected with a centralized Google Sheet tracker. The system listens for new ticket events in Richpanel, extracts structured details such as message content, sentiment indicators, and order metadata, and writes them to the tracker with strict field mapping and validation. It supports multiple Shopify stores in the United States, Canada, the United Kingdom, and Australia, ensuring a consistent, global flow of customer service data.
By standardizing how multi-thread conversations are handled and how tags are applied, the pipeline creates a single, reliable source of truth for customer feedback and order context. The result is cleaner data, easier analysis, and a scalable foundation that can grow with Manta Sleep’s operations.