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Fi Scales High-Touch Support with Sirius as Part of AI-Powered Future
GPS, behavior, and activity tracking technology for your pet
Client
Fi
Market
Pet Industry
Start of Engagement
2021
Volume
15,000+ tickets/month
Company Overview
Fi is redefining pet safety with its GPS-enabled smart collar for dogs, combining sleek consumer electronics with advanced connected technology. For pet owners, Fi offers peace of mind through real-time tracking, long battery life, and intuitive mobile features. With a growing base of passionate customers, Fi has quickly become one of the most recognized names in pet industry.
"Sirius Support helped us scale to handle 15,000+ monthly support tickets efficiently, with agents who deliver consistently solid performance. The Sirius team are deeply experienced and highly responsive in bringing that experience to bear on us as a customer—which is helpful as we advance our operations for the future.”
- Gwyn Dylan Krueger - VP Customer Success, Fi
The Challege
As Fi’s customer base scaled, so did its support needs. Monthly support tickets grew to over 15,000 per month, driven by steady adoption and spikes during product launches.
The Fi team needed a partner who could:
- Handle high-volume support with consistency and empathy
- Flex resources during new product launches and demand surges
- Free up internal leaders to focus on long-term innovation, including AI-enabled service delivery partnered with Sirius Support to deliver scalable, brand-aligned customer care.
The Sirius Solution
Fi partnered with Sirius Support to deliver scalable, brand-aligned customer care. Sirius provided:
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Flexible Resourcing: A hybrid model combining dedicated agents for consistency with flexible burst capacity to manage seasonal and launch-driven spikes.
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Empathy-Driven Service: Agents trained to align with Fi’s brand voice and deliver high-quality interactions that reassure and delight pet owners.
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Strategic Enablement: By outsourcing part of its support, Fi’s internal team was able to invest more time in activating AI-powered initiatives for future growth.
The Results
With Sirius, Fi successfully scaled support while preparing for an AI-first future:
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Seamless handling of 15,000+ monthly tickets without sacrificing quality
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Reliable surge capacity during new product launches
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Strong partnership in long-term planning and AI transformation
As Fi accelerates its AI-driven service strategy, Sirius remains a trusted partner—ensuring that while automation handles efficiency at scale, the human connection stays strong where it matters most: supporting loving pet owners in the moments that matter.
“By 2030, 80% of customer support for leading brands will be powered by AI, with just 20% handled by humans.” — Gartner
At Sirius Support, we make that 20% unforgettable.
Why Pet Tech Brands Choose Sirius
AI+Human Synergy
Smart automation meets strategic human touch. We handle high-sensitivity interactions—like billing, upgrades, and cancellations—with nuance AI can’t replicate.
Subscription-Trained
Our agents are fluent in recurring revenue workflows—billing cycles, failed payments, plan changes, and retention triggers—delivering brand-aligned, empathetic support.
Scalable by Design
From launch spikes to renewal seasons, we flex with your growth. Multilingual, ready-to-deploy teams scale with you—fast, secure, and on-brand.
Per-Ticket Pricing
This means you pay only per customer inquiry — you don't pay any fixed salaries, no idle staff — making costs directly proportional to support volume.
How Per-Ticket Pricing Works
Elastic Scaling
Instantly scale-up during peaks like launches or holiday spikes.
No Overstaffing
It aligns costs with real usage: no overstaffing during slow times.
Modular
Choose packages based on needs and keep visibility on ticket count.
See Your Potential ROI with Sirius Support
Discover how much you could save by switching to our AI-enabled, usage-based support model.
Results
Your Annual Support Spend Today: $
Your Estimated Cost with Sirius Support: $
Potential Savings: $
ROI: %
Bonus Benefit: Scale instantly, pay only for what you use, and eliminate the cost and risk of overstaffing.
Disclaimer: The results provided by this ROI calculator are estimates based on industry standards and general assumptions. Actual savings and performance outcomes may vary depending on your specific business model, industry, operational costs, and implementation approach.
