In practice
no longer answering lookups full time
The problem
Most support work follows a rule
A large share of support work follows a rule: issuing a refund, filing a carrier claim, updating a help article, finding an answer that’s already written down. It still takes a person to do it.
We run that work to your rules. A person on your team approves anything unusual, and your agents spend their time on the customers who need them.
What we run
The customer operations we take on
Refunds and claims
Refund requests and carrier claims processed for you.
- Read the request
- Check it against your rules
- Process it or ask
Help centre updates
Help articles kept in line with your product.
- Spot the change
- Update the articles
- Send for approval
Answers for your team
Questions answered from your own documentation.
- Read the question
- Search your documents
- Reply with the source
Process
How it works
We watch
We join a call while your team does the work as normal. You don’t need to prepare or document anything.
We build
We fix what’s broken in the process, then automate it. You agree the rules before anything goes live.
It runs
Every day, in the tools you already use. Our team picks up anything that fails.
Examples
See what's possible
Real scenarios we’ve automated for teams like yours
Team questions
- Two people no longer answer lookups full time.
Refunds and claims
- Routine refunds processed, the rest sent to a person.
Help centre updates
- Articles updated and waiting for your approval.
What customers say
FAQ
Common questions
The questions we get asked most.
What kinds of operations work can Rivulo automate?
Refund claims through carrier portals, Sage and Xero reconciliation, invoice matching, inventory sync between systems, photo and listing approvals, KYC document review, CSV uploads into LMS, job management and ERP systems, and work in internal admin tools. If your team can click through it, we can run it.
Do we need engineers to set up Rivulo?
No. We build, run and maintain it. Your team shows us the work on a call and agrees the rules.
What if the portal or system we use changes?
Most layout changes are handled automatically. When something does break, our team fixes it within 24 hours.
How do you handle login credentials and MFA?
Credentials are encrypted and held in an isolated vault, never by individual people. MFA goes through your existing flow, including TOTP and SMS. Rivulo is ISO 27001 certified.
Can we review work before Rivulo submits it?
Yes. Any process can include approval steps where it pauses and checks with a named person before continuing.
How quickly will we see results?
Most customers see value from Rivulo in under 7 days. How long a full process takes to go live depends on how complex it is, and we give you a date after the first call.
How do we know it is right?
Every run is checked. A person approves risky actions before they happen, a second AI check reviews each run afterwards, and failures go to a queue our team owns. You get the cause of any failure by the next working day.
Is our data safe?
We are ISO 27001 certified and GDPR compliant. Credentials are held by our systems, never by individual people, and every run leaves an audit log.
What does our team have to do?
Do the task on a call the way you normally would, agree the rules with us and approve the things you’ve asked to approve. We do the rest.
Do we have to learn a new tool?
No. Results arrive in Slack, Teams, email or a spreadsheet. We can build a dashboard if you want one.
What does it cost?
It depends on the process. We scope it and give you a price after the first call.
What if we stop working with you?
You keep the documented process and your data.