Harbor Charge
Support cost per driver down by half
“Drivers get a status in seconds. The humans on our team take the stations that are actually down.”
Chris Adeyemi, Head of support
Harbor Charge support was a single queue: dead sessions, billing, and stations with a real fault. Most calls were the first kind.
Airtorch looks up the session, explains the charge, and opens a ticket only when the station needs a person. Technicians get the stall id and what the driver already tried.
The team did not add headcount through the next city launch. Cost per resolved driver contact fell because the repeats never reached a person.