Customer Resolution Command Center

These are simulations for a fictional company. No outcome shown here is presented as an achieved result. Impact appears as something I would propose to measure.

Placeholder case study. Full narrative, diagrams, and artifact previews are still being written.

Business context

Lakemont's customer operations team handles order questions, delivery issues, damage claims, billing disputes, and project change requests across three branches. Volume grew with the acquisition. The team did not.

The challenge

Cases arrive through email, phone, and the CRM, and land in one undifferentiated queue. To decide what to do with any case, a representative opens the record, checks the order in the ERP, looks for related cases, and often messages another team. A case that takes two minutes to resolve costs fifteen minutes to evaluate. Duplicate cases are common because nobody searches before creating. Older cases sit because nothing surfaces them.

My assignment

Design a decision support system that lets the team see, without opening each record, what a case needs next, who owns it, and whether it is routine or a genuine exception.

Discovery questions

What does a representative need to know to decide the next action without opening four screens?
What are the actual closure conditions, and do supervisors agree with them?
Which cases are genuinely exceptions and which only look like exceptions because information is missing?
What creates duplicates, and can that be prevented at intake rather than caught later?
When a case is waiting on another team, who owns the follow up?
What is the real aging threshold at which a case becomes a customer relationship problem?

Stakeholders

Group	What they need
Customer operations representatives	A queue that tells them what to work on next
Supervisors	Visibility into aging, ownership, and workload distribution
Account managers	Early warning before a customer escalates to them
Warehouse and purchasing	Fewer interruptions for status questions already answerable
Branch leadership	Root cause patterns rather than individual complaints

Root cause

No shared closure criteria, so representatives hesitate rather than close.
Intake accepts cases from three channels with different information, so records start incomplete.
No duplicate check at creation, so effort is spent twice.
Routine work and exceptions share one queue, so the routine work absorbs the attention.
Waiting has no owner and no timer, so cases stall silently.