Escalation Matrices, Not Midnight Calls
A service network running on phone trees rebuilt its hot-line ticketing around severity-ranked escalation — so aging tickets move themselves up before anyone asks.
What was actually broken
Aging tickets surfaced only when customers chased them. SLA reviews were retrospective arguments with no reliable timestamps.
The system we shipped
We shipped severity matrices with live clocks per ticket, automatic re-assignment on stall, and escalation chains that wake the right manager — with photo-verified closure stopping quiet reopens.
What came out of it
- Severity-ranked queues with live SLA clocks on every ticket
- Automatic re-assignment when technicians stall beyond thresholds
- Escalation chains triggering managers before breach, not after
Reported outcomes
- Repeat support calls
- -53%
- Repeat support calls
- Create-to-assign
- 11s
- Create-to-assign
- Field CSAT
- 4.8/5
- Field CSAT
Representative outcomes from comparable engagements, rounded for illustration — not measured results from any single client. Client-confirmed numbers are shared under NDA during discovery.
Stack in this build
Web Platform · 2024
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