The challenge
Ashcombe ran a daily triage rota to sort operational issues across 880 people. Important problems still slipped through on busy days.
“Triage was a full-time job that nobody wanted,” says Kwame Osafo, Director of Ops at Ashcombe.
The approach
Ashcombe set up a Lumora agent that reads each new issue, works out who owns it, and sends it to them with the full history attached.
Anything the agent isn’t sure about goes to a team lead for a quick decision.
The results
Issues now reach their owner in a median of four minutes, escalations are down 77%, and the team has 24/7 coverage without an on-call rota.
“We retired the triage rota. Issues now arrive with the person who can fix them.”
Ashcombe has since retired the triage rota entirely.
We retired the triage rota. Issues now arrive with the person who can fix them.
AC
Kwame Osafo
Director of Ops
AC
Ashcombe
INDUSTRY
Logistics
COMPANY SIZE
880 employees
CHAMPION
Kwame Osafo
01
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