Case Study: How Ticket Routing Improved Support Efficiency and Response

Spotlight

A rapidly growing SaaS company’s customer support team was facing challenges as its user base expanded across industries and time zones. Customers reached out with a wide range of inquiries from basic troubleshooting to complex integration issues through multiple channels such as email, live chat, and phone. It became clear that they needed a smarter and scalable solution to manage and route support tickets.

Highlights

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Faster Ticket Routing

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Higher First-Contact Resolution

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Faster Ticket Closures

Customer’s Speak

Mike Reynolds

Legal Operations Manager

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Managing contracts manually led to missed deadlines, compliance risks, and inefficiencies. With SharePoint Contract Management, automation streamlined workflows, reduced manual effort, and ensured compliance. Now, we focus more on clients instead of paperwork.

Challenges Faced Before Implementing CLM 365

The support team faced several hurdles that slowed down their ability to deliver timely help.

Overwhelming Ticket Volume
As our client scaled and acquired more users, the volume of incoming support tickets increased dramatically. This increase in customer inquiries covering a wide range of issues. Without an automated way to sort and prioritize, incoming tickets piled up, making it difficult to manage workloads efficiently and respond to customers in a timely manner.
Manual Ticket Assignment
Support tickets were manually reviewed and distributed among agents based on availability or general expertise. This process was not only time-consuming but also inefficient during peak hours. The delays in assignment meant that valuable time was lost before an agent could even begin addressing the customer’s concern.
Mismatch Between Ticket Type
The support team consisted of agents with diverse skill sets ranging from technical support to account management. However, without a proper ticket routing process in place, tickets were often assigned without considering the nature of the request or the agent’s specialization. This mismatch led to longer handling times, unnecessary internal escalations, and repeated transfers.
Limited Visibility into Ticket Status
Lack of a centralized system to track the status, ownership, and progress of tickets made it difficult to monitor and manage requests effectively. Agents and team leads struggled to identify bottlenecks or follow up on stalled issues, resulting in missed SLAs and tickets slipping through the cracks. This lack of transparency also made it hard to report on team performance and customer satisfaction metrics accurately.
Customer Dissatisfaction
The combination of slow ticket assignment, misrouted inquiries, and poor visibility led to increased response and resolution times. Customers were often left waiting for updates or were passed between agents, resulting in customer dissatisfaction and reduced confidence in the quality of support provided

How We Solved It – The Solution

To overcome these issues, the team adopted proper ticket routing approach, focusing on automatically directing each request to the right person without unnecessary delays. This change had a powerful impact on their daily operations and customer relationships:

Automatic Ticket Assignment
Rather than manually sorting and distributing tickets, the system was set up to automatically send each new request to the best available agent. This cut down waiting time and allowed agents to start working immediately.
Prioritizing Critical Requests Automatically
High-priority tickets such as those affecting service availability or key customer operations were automatically identified and routed to the most responsive and capable agents. This ensured that urgent issues received immediate attention, leading to faster resolutions and greater customer confidence in the support process.
Aligning Tickets with Agent Expertise
Each incoming ticket was intelligently matched to an agent based on their area of expertise. Whether the issue involved technical troubleshooting, account queries, or integrations, the right person was assigned from the start. This approach minimized unnecessary handovers and allowed customers to receive accurate, effective assistance from the first interaction.
Enhanced Visibility and Real-Time Tracking
With automated ticket routing, the team gained full visibility into the status of every request from assignment to resolution. Real-time tracking enabled managers to monitor workloads, ensure timely follow-ups, and share prompt updates with customers. This transparency helped build trust and accountability across the support team.
Balanced Workload Across the Team
Tickets were distributed evenly based on agent availability and capacity, ensuring that no single team member was overwhelmed. This fair allocation helped maintain steady productivity, improved job satisfaction, and supported a healthier work environment especially during peak support hours.

Results & Business Impact

The implementation of intelligent ticket routing brought measurable improvements across key support metrics, enhancing customer satisfaction and driving operational efficiency.

1) 60% Faster Ticket Assignment
With smart ticket routing in place, support tickets are automatically directed to the most suitable agents in real-time. This reduced assignment time by 60%, ensuring that customers spend less time waiting and receive help faster right from the moment they reach out.

2) 55% More First-Contact Resolutions
By matching each ticket to an agent with the right expertise, the team saw a 55% increase in issues resolved during the first interaction. This not only improved customer satisfaction but also reduced the need for follow-ups and escalations.

3) 45% Quicker Ticket Closures
The overall time taken to resolve and close tickets dropped by 45%. This allowed agents to handle more requests per day, improved team productivity, and ensured customers received timely solutions to their problems.