Where it started, and what wasn't working.
Inbound requests were arriving in five different places — email, web form, phone notes, third-party platforms, and a shared inbox no one really owned. Senior staff spent more time triaging than resolving, and SLAs slipped quietly because nothing was measuring them in one place.
We built a single intake and routing layer that takes every request, classifies it, routes it to the right person, and surfaces the whole queue on a live operational board. Routing rules now encode the business policies that used to live in someone's head; escalations happen automatically when an item ages past its target.
Where the friction actually lived.
- Requests arriving across five separate channels, with no central queue.
- Senior staff spending more time triaging than resolving.
- Routing rules living in people's heads, applied inconsistently under load.
- SLAs slipping because nothing measured them in one place.
- No visibility into the size or age of the backlog at any point in time.
What we did about it.
We built one intake and routing layer above the existing channels. Every request is classified, routed, queued — and visible — the moment it lands.
The team didn't have to work faster. They just stopped losing time to coordination — and that gave them back enough capacity to handle 42% more customer requests without adding management overhead.