First-time resolution up 5 to 8%
North American industrial supply · Millions of annual transactions
1,100+
Agents reached
100+
Leaders coached
The Challenge
The team knew email was broken. Nobody could prove where.
Customers were following up on emails that had already been answered, sometimes by two different agents at once. Across millions of annual transactions there was no clean line of sight into where handling was going wrong. The data existed. The visibility didn't.
No benchmark, no accountability
Some teams ran 24-hour cycles; others stretched days. No consistent standard, no visibility into which was which.
Duplicate handling
Multiple agents picking up the same email. No handoff protocol. Customers got contradictory replies, or none at all.
Repeat contacts driving volume
The same customer would email back two or three times. Not because they were difficult, but because the first response hadn't solved anything.
Our Approach
Find the real problem. Fix it while you're still looking.
01
Root Cause Analysis
Pulled first-time-right rates by team and by channel across millions of transactions. The breakdowns weren't uniform; different groups were failing for different reasons.
02
Improvement Program
Built the fix list with frontline input, and that step made the difference in whether the changes actually landed.
03
Agile Implementation
Refinement and rollout ran in parallel. The first improvements were live while later fixes were still being designed.
04
Enterprise Rollout
Deployed across the full agent population with dashboards and process tools built into existing workflows instead of added on top of them.
05
Leadership Coaching
Leaders walked out with scorecards and routines built to keep FTR moving without outside help. The engagement ended. The capability didn't.
The Results
Numbers that held after we left.
60 days
from kickoff to FTR and CSAT gains that held through the following quarter
Improvement range, where both metrics landed
+5%
+8%
0%+2.5%+5%+7.5%+10%
First-Time Resolution (FTR)
Customer Satisfaction (CSAT)
01
Root cause visible for the first time
Leadership could see, by team, by channel, and by transaction type, exactly where handling was breaking down. That visibility changed what got prioritized.
02
Frontline drove the changes
Fixes were designed with the agents who had to execute them. That's why they held: the people doing the work had shaped it.
03
No consulting dependency
The coaching left leaders with scorecards and routines to keep FTR moving without outside support. The engagement ended. The results didn't.
Go Deeper
Related resources
Quality Assurance Services
How Blue Orbit builds QA programs that give teams real visibility into what's breaking, and the measurement tools to fix it for good.
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When email support is broken, customers feel it — and they leave. We combine deep data analysis with agile execution to find the root causes and fix them fast, with measurable results in weeks, not months.