How Clearline Digital gets support tickets to the right engineer in minutes

Company Overview

Clearline Digital handles around 2,600 support tickets a month across three product lines. Every ticket landed in one queue and was sorted by a team lead reading it and guessing who should own it.

Challenge

• Every ticket waited for a human to read and route it, which took two to four hours during busy periods
• Roughly a quarter of tickets were reassigned at least once, restarting the customer's wait
• Overnight and weekend tickets sat untouched until the next working morning
• Nobody could tell whether an SLA was about to be breached until it already had been

Solution

• Brightpath Flow classifies each ticket on product line, customer tier and keywords, then assigns it directly
• Tier one customers route straight to a named engineer instead of a shared queue
• Tickets approaching their SLA threshold escalate to a team lead before the deadline, not after
• Out of hours tickets are queued and pre routed, so the morning shift starts with work already sorted

Results

• Median time to reach the right engineer fell from just over three hours to under five minutes
• Reassignments dropped from around 25 percent of tickets to 6 percent
• SLA breaches fell by 70 percent over two quarters
• Team leads recovered most of a day each per week previously spent on triage

Customer Testimonial

"The triage rota was the single most disliked job in my team, and it was also the one where mistakes cost the most. Handing it to Brightpath Software was not about speed at first, it was about consistency. The speed turned out to be the bigger win."

Priya Nair, Operations Lead, Clearline Digital

Key Benefits

• Automatic routing on product, tier and content
• Named engineers for top tier customers
• Pre deadline SLA escalation instead of post mortem
• Overnight tickets sorted before the shift starts

Brightpath Software removed the human bottleneck from Clearline Digital's support queue, cutting time to the right engineer from hours to minutes.