How Blueground Freed 40 Hours Per Week While Doubling QA Coverage and Boosting CSAT by 5 Points

Alex

December 15, 2025

Blueground, a global proptech company with 70 agents handling 19,000 monthly tickets, spent 70 hours per week on manual audits with zero capacity for coaching.

By implementing Intryc, they saved 40+ hours weekly, increased coverage from 2-3% to 5.5%, introduced coaching for the first time, and improved CSAT from 77% to 82% during their traditionally worst quarter.

Blueground’s Worldwide CX Operation: High Volume, High Expectations, Zero Room for QA Blind Spots

Blueground specializes in fully furnished apartments for flexible stays, serving international expatriates, corporate clients, and business travelers in major cities including New York, London, Paris, Dubai, Los Angeles, San Francisco, Chicago, Seattle, and Istanbul.

Their Customer Experience team provides 24/7 support through regional teams (US East Coast, US West Coast, EMEA) and emergency coverage. With 70 agents handling approximately 19,000 monthly support tickets across phone, mobile app, and email, quality assurance at scale was becoming impossible.

You have access to a treasure trove of information. Not everyone can take the time to actually share feedback. My name is Thomas, and I am the lead for the quality training and process team for the CX customer support department of BlueGround globally. BlueGround is a global prop tech company specializing in providing furnished apartments ready to live in. So we provide turnkey apartments to international expatriates, to corporate consultants, or to individual guests looking for need to long term accommodation. We have presence in New York, Los Angeles, in Athens, Paris, Dubai and many many more. As we said before, every conversation is a treasure trove of information. But unfortunately, we you cannot go through each and every one of them in detail, or at least no human can go through each one of them in detail. Before using Yntriq, we implemented the full manual auditing process. So we needed QAs to select tickets by themselves, which was very time consuming. We needed them to audit them by themselves. To be honest before Intrigg, around seventy five hours of work per week. And all we were accomplishing was auditing two to three percent of our conversations and just having a report with all of this in it. But what we get now is the ability to have an AI tool go through much larger volumes and even all of them. We have moved from auditing a sample, mostly lower than two percent of our conversations, into auditing a sample around six percent today, while actually gaining some capacity in QA hours, which sounds crazy if you think about it. I mean, if we were having this conversation a few years ago, somebody would think I'm crazy. But yes, we increased the sample while gaining capacity. The experience that we have with the Intrig team is that it's the only team from any tool we implement that they gave us the feeling that they were in a similar mood as us. So whenever we were coming to a call bringing something completely different that we have never talked about before as an idea. What we saw on the other side was excitement. Throughout all my life, I think that this is how we reached the moon. Right? It's the only way to move forward. I think this is what makes me makes me happy to to be a part of this company.

When Manual QA Collides with Global Scale: The Breaking Point

Blueground's QA process was entirely manual. The team spent approximately 70 hours per week just on auditing, with no capacity for anything else.

The problems were fundamental:

Ticket selection: Identifying which tickets to audit from 19,000 monthly interactions consumed significant time
Language coverage: Couldn't adequately review interactions across global operations
100% manual auditing: Using only Zendesk and Google Forms
Manual reporting: Consolidating and communicating insights took additional time they didn't have

As a result, there was low visibility into agent work, inability to drive improvement, and coverage was stuck at 2.5-3% of interactions.

"We were auditing a sample, mostly lower than 2% of our conversations," explains Thomas Kolovos, Global CX Training and Process Manager at Blueground.

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Why Intryc Was the Only Solution Flexible Enough for Blueground’s Global Operation

Blueground chose Intryc based on several factors:

Easy Zendesk integration with their existing workflow
Impressive pilot results: "We were hitting over 80% accuracy in soft skills attributes within the first three months and are now well above 90%"
The team's innovative mindset: "Whenever we were coming to a call, bringing something completely different that we have never talked about before as an idea, what we saw on the other side was excitement"

Two features were critical:

AutoQA capability to eliminate the auditing bottleneck
Coaching plans that were auto-generated from audit insights

From ‘Nearly Impossible’ to Fully Operational: How Blueground Rolled Out Intryc

The implementation was complex. Blueground operated a highly customized Zendesk workflow integrated with their native CRM and 3CX call platform.

"Total utilization was not thought possible at the beginning," Thomas notes. "But it was made possible due to the dedication and willingness of the Intryc team."

Despite the technical challenges, they achieved "100% implementation achievement."

Value appeared within one month: "We completely eliminated the need to manually identify tickets to audit."

The QA team "was very positive from the beginning and embraced the tool and its capabilities." The broader CX team was pleased to see results and coaching sessions in Intryc's interface instead of Google Sheets.

How Intryc Helped Blueground Rebuild Their QA Workflow from the Ground Up

Automated Auditing

AutoQA now handles non-call evaluations entirely. "We increased the sample while gaining capacity," Kolovos confirms. "If we were having this conversation a few years ago, somebody would think I'm crazy."

DSAT Workflow

Negative CSAT trends are identified automatically through Intryc's DSAT workflow. These insights feed directly into coaching planning, enabling the team to target behaviors causing customer dissatisfaction.

Coaching Integration

The direct connection between audits and coaching sessions made structured coaching possible for the first time.

Efficiency, Coverage, Coaching, and CSAT: The Quantifiable Gains

Time Savings: 40+ Hours Per Week

In Q2 and Q3, Intryc completed 7,490 auto QA evaluations. Under Blueground’s previous manual process, it took 10 minutes per audit (including time previously spent finding tickets), this saved approximately 1,250 hours, or 40.3 hours per week.

The QA team actually reduced from 2 FTEs in Q2 to 1 FTE in Q3 while expanding impact.

Coverage: Doubled to 5.5%

Coverage increased from 2-3% to 5.5% in Q2 and Q3, nearly doubling while spending less time on auditing.

"We have moved from auditing a sample, mostly lower than 2% of our conversations, into auditing a statistically significant sample of around 6% today while actually gaining some capacity," Kolovos confirms.

Coaching: Introduced for the First Time

Time savings made structured coaching possible:

All coordinators received at least one coaching session
Those needing additional help received up to 6 extensive coaching sessions each
Delivered by a QA team that had actually decreased in size

CSAT: 5-Point Improvement

Q3 2025 achieved 82% CSAT for the global CX team, a 5-point improvement over Q3 2024's 77%.

This is particularly significant because Q3 traditionally sees CSAT drops due to seasonality and increased volume. The negative CSAT trends identified through the DSAT workflow and targeted through coaching "definitely contributed, along with other actions taken" to this improvement.

What Happens When QAs Can Finally Stop Auditing and Start Improving

"In the past QA teams were mainly performing audits," Kolovos explains. "I have seen the percentage of time QAs used to spend on this mundane task ranging from 50% to 80% of the weekly work hours. Having the ability to re-invest this time in impactful activities like analysis and coaching completely changes the QA landscape."

Metric	Before Intryc	After Intryc	Verified Impact
QA audit time	~70 hrs/week	40+ hrs saved	Time reclaimed
QA coverage	~2–3%	~5.5–6%	Nearly doubled
Coaching	Not possible	Introduced	Structural change
CSAT	77%	82%	+5 points

Reclaim Your QA Team's Time for What Actually Matters

Tired of your QA team spending 70+ hours per week on manual audits with no capacity for coaching? See how Intryc's AI automation turns auditing bottlenecks into strategic advantages.

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"In the past QA teams were mainly performing audits, I have seen the percentage of time QAs used to spend on this mundane task ranging from 50% to 80% of the weekly work hours. Having the ability to re-invest this time in impactful activities like analysis and coaching completely changes the QA landscape."

Kolovos, Global CX Training and Process Manager at BlueGround