Orbit's logistics customers run 24/7. Trucks break down at 2 AM. Drivers text in three languages. Until last summer, Orbit's 7-person support team was always one quarter behind the headcount plan. Then they hired AIVA instead.
We budgeted four support hires this year. We hired none and our customers are happier than they've ever been. The math is honestly embarrassing.
The challenge
Orbit sells a field-ops platform to logistics companies — fleet managers, dispatch desks, drivers. Their customers operate 24 hours, 7 days, 365. So do their support tickets.
The team had hit a wall. Hiring two more agents in Pune covered the day shift, but the backlog kept growing because most of the volume was repetitive: password resets, status questions, “why is my driver showing offline,” reset device tokens.
The CFO had approved four more support hires for the year — ₹28 lakh in payroll. Akhil refused to sign off. “We're paying engineers to answer questions an FAQ could.”
7-person support team spread across 3 shifts, perpetually behind.
~73% of tickets were repetitive — password resets, status checks, simple lookups.
Approved budget for 4 more hires (~₹28 lakh/year) just to keep up.
Drivers texting in Hindi and Marathi got delayed responses because only one agent on shift spoke both.
The setup
Akhil chose AIVA after a half-hour demo on a Monday. By Thursday, the web widget was embedded in Orbit's dashboard and SMS routing was live for inbound driver messages. The handoff rules were clear: account changes, billing disputes, and anything mentioning legal — escalate. Everything else, AIVA handles.
The integration with Orbit's account system took an afternoon — a single HTTP step that fetches the customer record, current device status, and last invoice. AIVA reads that into context for every conversation. No more “hold on, let me pull up your account.”
Day-one volume: 142 conversations. Day-thirty volume: 1,800. By month two, AIVA was carrying 78% of total support load. The four planned hires were quietly removed from the plan.
The outcomes
The thing that surprised me wasn't the cost savings. It was that our existing support team got to focus on actual customer problems for the first time in three years. Two of them went from quitting to promoted.
— Akhil Mehta, VP Operations, Orbit Tools