Arcsec Digital 

The client faced delays in customer support and uneven task distribution, leading to over-fulfillment and negatively impacting both the company’s profits and team efficiency. Additionally, the uneven distribution of incoming tasks led to delays exceeding time limits by up to 140%, impacting team performance and client satisfaction.

We analyzed the customer support process and identified key bottlenecks, such as unclear task criteria and unpredictable time estimates. To resolve this, we implemented a step-by-step workflow for task management, ensuring proper estimation and tracking. All incoming tasks were centralized into a single Jira project with detailed descriptions, access credentials, clarifications, and checklists. Only tasks with complete information were submitted for approval. Regular feedback kept the team aligned and prevented over-fulfillment. Within three months, we reduced the average response time from eight hours to two hours for supported customers. We achieved an 80-90% workload balance, consistently meeting deadlines, which improved both customer satisfaction and the company's profitability.

Within three months, task completion time improved significantly, achieving an 80-90% loadout, and eliminating over-fulfillment. The streamlined process enhanced customer satisfaction and boosted company profitability.