Customer story
Truemed automated a third of its support volume — and cut cost per ticket by two thirds.
A 50-person health-payments company needed internal tools its engineers didn't have time to build. Its head of support built them himself.
Cost per resolved ticket fell from $1.00 to $0.33. Figures as reported by Truemed.
At a glance
A support team that stopped queueing behind engineering
Company
Industry
Contact
Head of Support
Stage & size
Used for
Before & after
The work was never too hard — it was never worth an engineer's week
Colin ran support at a company processing compliant HSA/FSA payments — precise work, tightly regulated, and growing faster than his team.
"We had consistent needs for internal applications and automation that were too complex for basic tools but not the best use of our engineering team's time to build from scratch."
- ✕Internal tooling competed with the engineering roadmap
- ✕Too complex for basic no-code tools
- ✕Ticket volume scaled with headcount
- ✕Compliance replies written by hand, every time
Fifty people, and a queue that only engineering could clear.
Where the work sat
Three queues, one engineering team, other priorities.
Colin built the tools himself. Routine inquiries get classified and answered, the rest get routed, and the internal applications he needed shipped in minutes rather than sprints.
- ✓36% of support volume handled without a person
- ✓Cost per resolved ticket down from $1.00 to $0.33
- ✓No additional support headcount
- ✓No engineering time diverted
Built by the person who needed it.
Where the work sits now
Lindy owned by support
One assistant, owned by the team that felt the problem.
What Lindy runs
Four internal applications, all built without engineering
- SupportRoutine inquiries answered, tickets classified, and escalation routed — the 36% of volume that no longer reaches a person.
- PaymentsInternal tools handling HSA/FSA payment questions, eligibility verification, and transaction status.
- ComplianceConsistent, compliant responses for health payment regulations and telemedicine requirements.
- OperationsWorkflow tools from lead management to customer onboarding, built and deployed in minutes rather than weeks.
I think of Lindy as a junior developer that works just for me — it lets me quickly prototype internal solutions without pulling engineering off higher-priority projects.Colin Budries Head of Support, Truemed, at the time of this project Now Chief of Staff at Truemed
Results
What Truemed reported after adopting Lindy
- 67%Lower cost per automated ticket — $1.00 down to $0.33 per resolution.
- 36%Of customer support volume automated, without sacrificing the accuracy health payments require.
- No hiresSupport volume absorbed without adding headcount to the team.
- No sprintsInternal applications built and deployed by the support lead, with no engineering time.
The constraint was never capability — it was priority. The tools Colin needed were never going to outrank the product roadmap, so they were never going to get built. Handing him the means to build them himself is what changed the maths.
What's next
The pattern generalises past support
The same approach that cleared the support queue applies to any team sitting behind the engineering backlog with work that is too specific to buy and too small to prioritise.
Put a teammate in your Slack.
Free to try. Built by the people who need it, not the people who own the roadmap.