Who runs Eltrus
Eoghan Collins. Based in Ireland. Background is solo software shipping. I build and ship full SaaS products end to end, on my own, from the backend to the infrastructure. I do not enjoy hiding behind a team.
Eltrus is mine. There is no "we" doing the slide deck while a contractor does the work. The retainer is the person who wrote your KB articles, answering Slack on a Tuesday afternoon. If that arrangement feels too small for what you need, Tier 2 brings dedicated contractor support. If it feels too big, the audit is €2,500 and you can buy it without ever talking to me again.
The fair question a head of CX asks next is: one operator means a bus-factor of one is touching my data, so what happens if you are unavailable? Weekly KPI reports are scripted, so they keep running. Critical Slack incidents route to a documented contractor with the access to handle them. And if I cannot deliver for 30 consecutive days, the MSA lets you terminate for cause with a pro-rata refund and a full handoff package, KB articles in markdown, macro docs, escalation rules, credential rotation, inside ten business days. The full version is under single-operator continuity on the trust page.
The path here
Eltrus started by building bespoke software for businesses that needed it but could not justify the cost of an enterprise vendor. The first real product was a surgical-practice CRM for a Galway clinic. It is live in production today. It handles the actual job: scheduling, patient queue management, the post-op flow. Not a demo. Not a pitch.
Along the way I have built things well outside support software, because the engineering is the point, not the domain. Neuromorphic chip-design research under the working name Tarski: a 3,438-component analogue board and a Rust simulator built to verify it. Photonics research at Tyndall. A digital twin of the Irish power grid that reached EirGrid's CleanerGrid final. Then StudySmith, a full study platform, backend to billing, built and launched solo.
Moving Eltrus into AI customer support was deliberate. The market splits badly for a brand your size. Sierra and Decagon are built for enterprise budgets and enterprise headcount. They are not coming for the SMB bracket. The tools that are in your price range, Intercom Fin and Zendesk AI, are good, but they are tools. They sit there until someone samples the tickets, writes the knowledge base in your voice, tunes the answers, and owns the result. Most brands never get that someone. The gap is not the software. It is the operator. That is Eltrus.
What I will and will not do
I will sample your tickets, find the deflectable patterns, write the KB content in your voice, configure the AI inside the helpdesk you already pay for, monitor the first week of live operation daily, tune every escalated ticket, send you a weekly KPI report, and tell you the truth in the monthly review call.
I will not sell you a platform you have to keep paying for after we part ways, lock your KB inside something you cannot export, advise you on consumer law or refund policy (that is your lawyer's job), or touch your customer payment data.
If the audit reveals that AI deflection is not worth the deployment cost for your shop, I will say so. The refund mechanic for that case is in the SOW.
Who Eltrus is for
- Shopify and SMB ecommerce brands doing €5M to €20M in annual GMV
- Heads of CX and operations who run the support inbox and feel the cost of every avoidable ticket
- Founders who want a real diagnostic before they commit to a deployment
- Teams that already use Gorgias, Intercom, Zendesk, Help Scout, or Freshdesk and do not want to migrate platforms
Who Eltrus is not for
- Enterprises that need Sierra-tier dedicated infrastructure
- Brands under €5M GMV where the inbox is usually small enough to handle with macros alone
- Anyone looking for a chatbot to bolt on a website without integrating into the rest of their support workflow
Where to find me
- [email protected]
- Book a call
- 30-minute intro call
- Book an audit
- €2,500, ten business days
- Company
- Eltrus Limited, CRO 795239, Registered in Ireland