Simulation Details

IntegraSoft is a leading B2B SaaS provider specializing in workflow automation for Fortune 500 clients, with a strong presence in logistics, manufacturing, and financial services. The company has recently experienced rapid growth, onboarding several major enterprise clients, including TitanCorp—a Fortune Global 50 logistics giant and IntegraSoft’s largest account. This expansion has led to a significant increase in support tickets, especially for advanced customizations in order processing and compliance reporting. IntegraSoft’s technical stack includes ServiceNow for ticket management, Jira for incident tracking, and proprietary automation modules like AutoFlow Sync and ComplianceGuard. However, the surge in demand has strained engineering and support teams, resulting in longer ticket resolution times, increased after-hours escalations, and growing employee burnout. Recent technical failures have put the TitanCorp relationship—and a substantial revenue stream—at risk, prompting urgent calls for a credible recovery plan to restore trust and stabilize operations.

Step into the role of Customer Support Manager at IntegraSoft during a critical enterprise client crisis. Your objective is to recover the trust of TitanCorp after two major technical failures have jeopardized a key account and damaged IntegraSoft’s reputation. You will conduct focused, real-time, one-on-one chat conversations with three key stakeholders: the Lead Systems Architect (technical insights and team capacity), the Director of Client Success (client retention and morale), and the CEO of TitanCorp (client demands and accountability). Your task is to extract actionable insights, manage heightened emotions, and negotiate commitments that balance urgent client needs with internal resource constraints. You must then synthesize these perspectives into a single, detailed recovery plan that addresses technical root causes, outlines concrete prevention steps, and proposes a revised escalation protocol. The credibility and specificity of your plan will determine whether IntegraSoft retains its most valuable client and stabilizes internal morale.

To complete the simulation, you must:
– Engage in one-on-one chat conversations with each key stakeholder to gather their perspectives and priorities.
– Extract and synthesize technical, business, and client requirements from these discussions.
– Draft a single, comprehensive recovery plan that includes a root cause analysis, prevention steps with deadlines and responsible owners, and a revised escalation protocol.
– Ensure your plan is realistic, actionable, and demonstrates clear accountability.
Once you have completed all tasks, save the required final document in a PDF or DOCX and send it to the Senior Operations Manager for review.

Team

Who you will work with in this Simulation
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.

Priyanka Venkataraman
Lead Systems Architect

Gabriel Mendez
Director of Client Success

Evelyn Zhao
Chief Executive Officer

Rowan Ellis
Customer Support Manager

Mireille Laurent
Senior Operations Manager

Organization

B2B SaaS provider specializing in workflow automation solutions for Fortune 500 companies.