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Software
Diagnostic
1 week
A support queue that stopped growing on Mondays
One week of listening to tickets showed three root causes behind two thirds of the backlog.
Client
Marrow Analytics
Sector
Software
Duration
1 week
Result
11 fixes ranked by effort
The situation
Marrow's support queue doubled every weekend and drained slowly during the week. The team assumed they needed more people. They had a hiring plan, but also a hunch it would not help.
What we did
Read and tagged 300 tickets over two days.
Interviewed four support agents and two engineers.
Ranked every fix by the hours it would save and the effort it would take.
The numbers
Three root causes explained 64 percent of the tickets: an unclear password reset email, a billing page that hid the invoice download, and a status page nobody updated. The ranked list had eleven fixes. The first four took one engineer nine days.
What happened next
They paused the hiring plan for a quarter. By the end of it the Monday spike had flattened.
Package used: Diagnostic. In the calculator that scope lands around €1,800. Prices on this site are placeholders and every client in this case note is fictional.
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