Customers
None of them switched it on everywhere. Each started with one category and a low limit, and widened it when the runs gave them a reason to.
Fourteen people, eighteen thousand tickets a month, and a refund queue that never emptied. They gave Kestrel one category and widened it as the runs earned it.
Connected
Week 1
One category, a $50 limit, and every action waits for a person.
0%resolved alone
Week 3
A hundred approved runs in a row. The team stops opening each one.
28%resolved alone
Week 6
Address edits and cancellations follow the same path as refunds.
55%resolved alone
Month 6
Nine categories. People handle what is new, large or unclear.
71%resolved alone
| Measure | Before | Now |
|---|---|---|
| First response | 4 h | 3 min |
| Time to refund | 2 days | 40 s |
| Reopened tickets | 9% | 4% |
| Cost per ticket | $6.20 | $1.10 |
| Customer rating | 4.1 | 4.6 |
The first week I read every run. By the sixth I was only reading the ones that asked me a question.
Marcus LindSupport Operations, NorthgateRefunds are where most teams start. These three started somewhere else, because that was the work their people wanted back.
palletWeekly food boxes
Skips, swaps and address changes used to pile up before every Thursday cut-off. Kestrel now makes the change in the order system and confirms it in the same minute.
Aiko TanakaCustomer Care Lead
ORDINALAccounting software
Lockouts peak at month end, when the team is busiest. Two identity checks, one rule, and the reset happens without anyone leaving the ticket they were on.
Samir HaddadDirector of Support
HalcyonTravel bookings
Halcyon answered in English and waited on translators for the rest. The same rules now run in German, Spanish and Portuguese, with the same limits.
Lucia FerreiraHead of Operations
Pick the work your team finds most repetitive. Connect two tools, set a limit, and read the first hundred runs.