Operations Optimization

ResolverHQ: Support Escalation Pipeline

ResolverHQ helps high-volume support teams separate urgent incidents from routine tickets and route critical work to the right specialists. The focus was reducing cognitive load while protecting SLA commitments.

Outcomes

30% Faster Resolution

25% Triage Error Drop

What changed

Keyword-based ticket prioritization
Dynamic SLA deadline tracking
Support-to-engineering handoff workflow
Historical resolution lookup

Execution and challenges

The first workflow asked agents to manually fill out too many categorization fields. I simplified the intake experience and moved categorization logic into the system so agents could focus on the customer instead of the form.

Final results

ResolverHQ reduced triage errors by 25% and cut response times for premium-tier customer issues by nearly one-third.