A Top‑Tier Insurance Company operated across 23 APAC locations. Language gaps between business users and SMEs, plus inconsistent intake, drove slow response: tickets typically waited 25–40 minutes before reaching the right team.

Establish a standardized catch‑and‑dispatch front door, leveraging the monitoring and ticketing systems to capture issues in the user’s language, triage requirements quickly, and route to the correct SMEs in minutes with clear ownership and auditable handoffs.

• Organized a Help Desk intake function to capture essential details via questionnaire‑driven prompts across email and phone—in the user’s language.
• Implemented classification & routing rules mapping symptoms → services → owning teams, with SLO‑aware priority.
• Delivered training, process, and procedure documents; aligned regional teams on a common operating model.
• Enhanced the ticketing system with tooling and data enrichment (CI lookups, recent changes, related incidents, runbooks).
• Stood up a continuous‑improvement loop using monitoring & alerting: when new issue patterns emerged, created detectors and automated routing for those types.

• Reduced time from report → SME engagement to 2–5 minutes (from 25–40 minutes).
• ~45% effort reduction across intake and triage through better data capture and auto‑routing.
• Higher first‑contact resolution and improved SLA attainment across 23 APAC regions.

Material Operations savings from faster times for restoration and lower triage toil; fewer escalations and handoff delays; measurable uplift in customer satisfaction through language‑appropriate intake and faster outcomes, estimated at $2.362 M USD.

The catch‑and‑dispatch layer transformed incident handling from reactive queue‑watching to proactive service delivery. Standardization, language‑aware intake, and automated routing created a repeatable operating model that scales with geography and demand—and keeps improving via monitoring‑driven feedback.