Process improvement that cut customer turnaround time

Project

Process improvement that cut customer turnaround time

Redesigned intake and triage at Tyfone so customer requests stopped piling up at the engineering door. Cut TAT and improved efficiency without slowing planned engineering work.

Client

US fintech for credit unions

Author

Sathvic Kollu

Place

Bangalore

Role

Project Lead (process improvement)

Duration

2025 to present

Scale

Customer intake across 6+ clients

Stack

Jira, Salesforce Service Cloud, Slack

Problem

Customer requests landed straight in the engineering backlog without triage. PMs kept rediscovering duplicates, severity was inconsistent, and turnaround time was creeping up. Engineering's planned work was being interrupted by anything labelled urgent.

Approach

Revamped the triage process using data to prioritise tickets, with required fields and a severity matrix at intake.
Split triage duty between PMs and an on call engineer with a 24 hour SLA on first response.
Set up a weekly review of unresolved intake to spot patterns and escalate systemic issues.

Outcome

Cut down customer turnaround time (TAT) and improved team efficiency.
Engineering kept its focus on planned work because intake was filtered before it landed in the sprint.
Duplicate tickets dropped.

Tools used

Jira, Salesforce Service Cloud, Slack.