Overview
A tier-1 support console that triages tickets, drafts replies, and escalates edge cases — without replacing human agents.
Client & Industry
Client: Meridian Logistics (Enterprise)
Industry: Logistics & Supply Chain
The Challenge
Meridian's support team handled 12,000+ tickets monthly across 14 regions. Tier-1 agents spent 60% of their time on repeat questions about billing, tracking, and password resets.
Our Approach
We ran a focused discovery sprint with stakeholders, mapped existing workflows, and shipped in phases so users saw value within the first six weeks. Each release included QA, performance testing, and documentation for internal teams.
Outcome
The platform is now in daily production use. Internal teams report faster decision-making, fewer manual steps, and clearer visibility into the metrics that matter to leadership.