Center – SupportZebra Customer Testimonial
How SupportZebra Helped Center Scale Tier-1 Support & Maintain Above-Industry CSAT
Center, a real-time expense management and corporate card platform, partnered with SupportZebra to scale its customer support operations without sacrificing quality. As card-related support volume increased, Center needed a dedicated Tier 1 team to handle high-volume, time-sensitive cases like card activations and declines. By partnering with SupportZebra, Center successfully implemented a tiered support model, enabling internal teams to focus on complex issues while maintaining above-industry customer satisfaction across more than 1,000 clients.
Watch the Testimonial
Client Q&A: How SupportZebra Supports Center’s Operations
What does Center do as a company?
Center is a real-time expense management platform that combines corporate cards with built-in expense management software. Users receive instant notifications to upload receipts and code expenses at the time of purchase, eliminating traditional end-of-month expense reports and simplifying workflows for both users and accounts payable teams.
What customer support challenges was Center facing before SupportZebra?
Center initially had only three people handling all customer support cases, including high-volume card activations and card declines. These frequent, time-sensitive issues interrupted deeper investigative work and made the support model unsustainable as the company grew.
Why did Center partner with SupportZebra?
Center wanted to implement a tiered support system. SupportZebra became the Tier 1 Card Services team, handling card activations, card declines, and real-time card usage issues, allowing Center’s in-house Tier 2 team to focus on complex product and engineering-related cases.
What types of cases does SupportZebra handle for Center?
SupportZebra manages high-volume, customer-facing card support cases, including card activations, card declines, and real-time card usage issues for customers in the field.
What impact has SupportZebra had on Center’s customer satisfaction?
Over 70% of Center’s 1,000+ monthly clients interact with the support team, and customer satisfaction remains above industry standards, demonstrating the significant impact SupportZebra has on Center’s overall customer experience.
How has this partnership affected Center’s internal teams?
By offloading Tier 1 support to SupportZebra, Center’s internal teams can focus on deep, complex issues that require close collaboration with engineering and product teams, improving efficiency across the organization.
Full Transcript
I can’t imagine a time before SupportZebra — it honestly feels like the dark ages before. It seems like we’ve been together forever at this point.
Can you share what Center does as a company and give some background?
Absolutely. Center is an expense management company that’s a modern answer to traditional, legacy expense management providers. We offer a real-time expense solution with our own corporate card and expense management software.
Anytime someone uses our corporate card, they get a push notification to upload a receipt, code the expense, and submit it immediately. That way, users don’t have to build big expense reports at the end of the month. Everything happens in real time, which makes things much easier for accounts payable teams and for employees using the product.
What’s interesting is that we’re both an expense management company and a card company at the same time. Early on, we had just three people — myself included — handling all support cases. That included card activations, card declines, and other high-volume card-related issues.
When those high-volume cases hit the same agents who need to do deep investigative work, everything slows down. With only three people, that model just wasn’t sustainable.
How did SupportZebra fit into your support strategy?
We partnered with SupportZebra to create a tiered support system. SupportZebra became our Tier 1 Card Services team, handling card activations, card declines, and working with customers in the field who are actively trying to use their cards.
That allowed our in-house Tier 2 team at Center to focus on deeper issues that require collaboration with engineering and product teams — the kinds of issues that need time, focus, and quiet to solve.
Today, more than 70% of our 1,000-plus clients interact with the support team each month, and we maintain above-industry satisfaction. That really shows the impact SupportZebra has had on our business and what our teams can accomplish together.
