What was the problem?

The customer support team was spending 8 hours daily on manual, repetitive work (review evaluation, issue organization, and response coordination) for 72 application entries, leaving little to no time for other work they were responsible for.

What did I do?

I built a back office platform that automated and streamlined the support team’s workflow, dramatically reducing their daily administrative burden and freeing them to focus on meaningful customer interactions.

How did I do it?

  1. I observed the support team’s daily workflow to understand where time was being wasted on manual tasks.
  2. I identified repetitive processes and the clear repeitition of running the same workflow for 72 applications.
  3. I built a back office platform that automated these workflows, reducing workflows and creating a single point of access for everything.
  4. I integrated the platform with translation tools to minimize manual work from the customer support folks.
  5. I trained the support team on the new platform and iterated based on their feedback.

What did I achieve?

I reduced the customer support team’s daily administrative work from 8 hours to 2 hours, freeing them to spend more time on high-value customer interactions and complex problem-solving. The platform became a core tool for the support operation, improving both team efficiency and customer satisfaction.