Queues that got quieter.
Five teams
Numbers from their own reporting
Published with permission
Parcelry
Last mile delivery
62%
of tickets closed without a person
Support spent its mornings fixing addresses that the carrier had already flagged. Mesa closes them before anyone opens the queue.
Birchall & Co
Direct to consumer
6 min
median time to refund, from 41 hours
The refund policy said two hours. The queue said two days. Mesa closed the gap without hiring.
Northgate Field
Field service
200
manual copies a day, now zero
Job notes lived in one system and the invoice in another. A person copied between them 200 times a day.
Harbour Labs
B2B software
4 min
median time to grant access
Every access request was a Slack message to whoever was awake. Now it is a playbook with an approver and a log.
Steelyard
Industrial distribution
600
notifications a week, now automatic
Six hundred backorder notifications a week, each one a copy paste with a delivery date in it.