How e-Core helped Ricksoft scale global support and surpass CSAT goals

Background

Ricksoft is known for its popular work and project management apps on the Atlassian Marketplace, including WBS Gantt-Chart for Jira and Excel-like Bulk Issue Editor for Jira. Originating in Japan, the company has grown to serve over 8,000 customers worldwide through nine apps. Their tools are trusted by some of the world’s most innovative companies to boost productivity and manage complex work.

By 2019, Ricksoft was seeing growing demand from customers in the Americas and Europe, and needed to scale its support operation beyond Japan. To serve new markets effectively, they had to provide fast, high-quality service in English and across time zones, while maintaining the responsiveness and care that defined their brand. That’s when they turned to e-Core.

Our approach

We designed a support solution based on three key principles: timezone alignment, consistent high-quality service, and cultural alignment.

To get things right from the start, our analysts flew to Japan for in-depth training. They didn’t just learn the products; they learned how Ricksoft works, communicates, and supports customers.

Once training wrapped, we built the support operation around Ricksoft’s priorities: timely responses, consistency, and a thoughtful, human tone. We created detailed documentation and a clear process for hiring and onboarding, ensuring every new analyst could step into the role with confidence and alignment.

We also introduced monthly updates to the knowledge base and took responsibility for keeping existing articles relevant. That work paid off: most tickets are now resolved in just two to three exchanges, and self-service performance has improved across the board. Today, Ricksoft holds a satisfaction rate of 89 percent and a CSAT of 4.63 out of 5, well above industry averages.

As new analysts joined over the years and support expanded to more products, the service quality remained consistent. “We place great confidence in e-Core’s hiring decisions,” says Alessandro Cristiano, Support Manager at Ricksoft. “They understand how we work, and their mission, values, and culture attract good talent. We had five different generations of agents in seven years, and the work was consistent all the time.”

Building long-term value through support.

To make support even more impactful, we set up a feedback loop between support and product. Recurring issues and feature requests are flagged and shared with product managers, turning support into a valuable channel to inform product strategy.

Tone and empathy matter, too. Ricksoft’s brand is rooted in respect, clarity, and thoughtful communication. We greet returning customers by name, tailor our closings, and have consistently met their SLA targets—with 99% first-response compliance within 12 hours or less. “What is special about e-Core is that they listen first,” Cristiano says. “They don’t try to mold things just for efficiency if it doesn’t work for you. First, they absorb your culture, and then transform it.”

To strengthen Ricksoft’s presence in the Atlassian Marketplace, we introduced a post-ticket review request process. That simple step led to more customer reviews, better app ratings, and increased visibility. “We’re now at the top search results, which helps increase our app installs, and ultimately our revenue,” says Cristiano.

We also monitor Ricksoft-related activity in the Atlassian Community. When their apps are mentioned, our team responds quickly and accurately, helping Ricksoft remain visible, helpful, and credible in the ecosystem.