| A North America-based service provider supported 90 clients across finance and commerce. Clients were frustrated — ticket response times averaged over 20 minutes, creating significant dissatisfaction and reputational risk. |
| The challenge was to reduce response times drastically, implement improvements at scale for all clients, maintain the existing toolset, and work within the constraints of current staffing levels. |
We conducted a structured discovery and designed an event processing pipeline. By analyzing each step — issue recognition, response, and ticket creation — we identified latency gaps. We then:
-
Instrumented and timestamped all actions
-
Centralized tooling to simplify workflows
-
Automated ticket creation via the pipeline
-
Implemented duplicate suppression and client notification triggers
|
| Response time dropped from
20
minutes to
10
seconds — a
98.3%
improvement. The solution scaled across all clients and proved durable under data load. |
| The automation resulted in significant operational savings, with an estimated impact of
$2.14
million USD annually. |
| By dramatically lowering time-to-response without adding staff, the company shifted from reactive operations to growth mode — able to onboard new clients without increasing cost, and reinvest saved time into strategic growth. |