Improving First-Time Resolution by 5-8% in 60 Days for a North American Industrial Supply Organization
North American industrial supply organization · 1,100+ agents · 100+ leaders · Email customer service channel · Millions of annual transactions
The Challenge
A North American industrial supply organization was receiving consistent customer feedback pointing to serious problems in their email customer service channel: poor cycle times, redundant communications, and unsatisfactory outcomes. The issues weren't just hurting customer satisfaction — they were putting business relationships at risk.
The root causes weren't immediately obvious. The email support operation handled millions of transactions annually across a large, distributed workforce, making it difficult to pinpoint where breakdowns were occurring. Leadership needed more than surface-level fixes — they needed a data-driven diagnosis of the root causes and a prioritized, implementable plan to drive measurable improvement in the customer experience.
Our Approach
Blue Orbit led an end-to-end transformation of the email support operation, combining deep data analysis with agile implementation to deliver results fast:
Root cause analysis — We observed existing email handling processes and conducted detailed, complex data analysis across millions of transactions to determine first-time-right rates by group and by channel — identifying exactly where and why breakdowns were occurring.
Improvement program design — Based on the data, we developed a comprehensive improvement program with prioritized projects designed to be practical, implementable, and focused on driving better customer experiences while removing waste from the system. We engaged stakeholders and frontline participants to ensure buy-in from day one.
Agile implementation — We deployed teams using agile methodology to drive ownership, engagement, and rapid iteration — running refinement and rollout simultaneously rather than waiting for a "perfect" plan. This approach allowed the organization to see measurable results within weeks, not months.
Enterprise-wide rollout — We supported the rollout across 1,100+ agents and 100+ leaders, delivering all supporting materials including reporting dashboards, process improvement frameworks, and facilitation tools to sustain momentum at scale.
Leadership coaching — We designed and delivered customized coaching programs for 100+ leaders, giving them the tools to model the new behaviors, track improvement metrics, and maintain performance gains long after the engagement ended.
The Results
5-8% improvement in first-time resolution and CSAT — Within 60 days of deployment, the organization saw measurable gains in both first-time-right rates and customer satisfaction scores — directly addressing the customer feedback that initiated the engagement.
Data-driven root cause identification — For the first time, the organization had clear visibility into exactly where email handling was breaking down — by group, by channel, and by transaction type — enabling targeted intervention instead of guesswork.
1,100+ agents transformed — The improvement program reached every agent in the email support operation, with agile methodology ensuring that teams took ownership of changes rather than having them imposed top-down.
100+ leaders equipped to sustain gains — Customized coaching programs gave leadership the frameworks and metrics to maintain performance improvements independently, ensuring results lasted beyond the engagement.
Rapid time-to-value — By using agile iterations instead of traditional waterfall project management, the organization began seeing measurable results within weeks — not the months typically associated with large-scale operational transformations.
Customer Satisfaction Scores Not Where They Should Be?
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.