Support Dashboard Refresh
We rebuilt the internal support dashboard for a regional logistics client whose team was drowning in spreadsheets and email threads. The old setup worked, barely, but every ticket required manual handoffs between three people. Our job was to make the daily flow feel less like detective work and more like a clear queue. We mapped the actual steps the support team took, not the ones documented in their handbook, and designed a single screen that shows open cases, response times, and the next action for each item. The refresh cut the average time to first reply from four hours to under forty minutes, mostly because nobody had to hunt for context anymore. The client still uses the same email inbox, but now every conversation lands in a visible pipeline with a clear owner. It is a quiet kind of improvement, the sort that does not make a splashy portfolio piece but changes how a small team spends its day.