Sector: Operations / Service
Engagement: Process + Dashboard build
Service: Operational Transformation & Analytics
20%
Drop-through rate eliminated (hit target)
Eliminating a 20% service request drop-through rate across operations
The internal service request process lacked structure, requests were falling through the cracks due to poor tracking, incomplete data, and inconsistent follow-ups. A growing backlog made it impossible to prioritize and act on requests efficiently. Leadership set a clear target: reduce the drop-through rate by at least 20%.
Mapped the ideal request lifecycle and documented each step with clear process flows, defining roles, expectations, and handoffs. Collected and analyzed historical service request data, partnering with operations to backfill missing fields and implement better entry standards. Built interactive Power BI dashboards tracking backlog, new requests, and drop-through rate by category, type, and owner. Implemented weekly leadership reviews tied to dashboard insights and automated weekly summary reports.
Real-Time
Backlog visibility for leadership
Scaled
Reduced the drop-through rate by 20%, directly hitting the business goal. Cleared the existing backlog of unresolved requests. The process and dashboards were adopted permanently as part of operations and scaled across other teams. Leadership had real-time visibility into service operations for the first time.
Adopted permanently across other teams