Case files · Inbound service requests
Every request written down
Roughly 1,600 service requests a month, across 79 accounts, are read and turned into a docket — so our client and their customer work from the same list.
- Requests handled each month
~1,600
79 accounts × the client’s ~20 a month estimate
- That could go missing unnoticed
any → none
- Accounts covered end to end
79
Coverage confirmed by the client. The monthly volume is our arithmetic on their rough estimate of about 20 requests per account, not a measurement. Requests were always worked — what did not exist was a record of them. No response-time or backlog figures exist yet.
The problem
Service calls, quotes and complaints arrived by email and by phone. Staff worked through them and handled most of them. Nothing recorded them, though, so the few that slipped were invisible — and it is the missed request, not the hundreds handled, that a customer remembers.
What we built
Every request, from every channel, is read and turned into a docket: what was asked, what it needs, and who is waiting on it. Our client and their customer see the same list.
What changed
Every request sits on a list both sides can see, with a weekly and a monthly report behind it. Their customer no longer has to take it on trust, and nothing depends on one person remembering what was in their inbox.