Tessaline Software
A support team that had tripled in eighteen months got the operations to match, and its backlog went to zero.
Operations for scale
·
9 weeks
Software
·
2025
Tessaline Software
A support team that had tripled in eighteen months got the operations to match, and its backlog went to zero.
Operations for scale
·
9 weeks
Software
·
2025
Tessaline Software
A support team that had tripled in eighteen months got the operations to match, and its backlog went to zero.
Operations for scale
·
9 weeks
Software
·
2025
■ About the client
Tessaline makes scheduling software for clinics and depots. Its support team grew from twelve people to forty in eighteen months, and the way it worked had not grown with it.
■ About the client
Tessaline makes scheduling software for clinics and depots. Its support team grew from twelve people to forty in eighteen months, and the way it worked had not grown with it.
■ About the client
Tessaline makes scheduling software for clinics and depots. Its support team grew from twelve people to forty in eighteen months, and the way it worked had not grown with it.
Client
Tessaline Software
Software
1,400→0
Tickets older than 30 days
Brief
Build the operations behind a support team that tripled in eighteen months.
Every ticket older than thirty days was closed within six weeks, and median first reply fell from two days to four hours.
Outcome
Client
Tessaline Software
Software
1,400→0
Tickets older than 30 days
Brief
Build the operations behind a support team that tripled in eighteen months.
Every ticket older than thirty days was closed within six weeks, and median first reply fell from two days to four hours.
Outcome
Client
Tessaline Software
Software
1,400→0
Tickets older than 30 days
Brief
Build the operations behind a support team that tripled in eighteen months.
Every ticket older than thirty days was closed within six weeks, and median first reply fell from two days to four hours.
Outcome
The brief
Tessaline’s support queue held 1,400 tickets older than a month. New hires were trained by whoever had time, and nobody owned the handoff between support and engineering.
The brief
Tessaline’s support queue held 1,400 tickets older than a month. New hires were trained by whoever had time, and nobody owned the handoff between support and engineering.
The brief
Tessaline’s support queue held 1,400 tickets older than a month. New hires were trained by whoever had time, and nobody owned the handoff between support and engineering.
What we did
We sat with every shift for two weeks, mapped where tickets stalled, and rebuilt the queue around three tiers with clear owners. We wrote the training the team now uses and set one weekly number for the head of support.
What we did
We sat with every shift for two weeks, mapped where tickets stalled, and rebuilt the queue around three tiers with clear owners. We wrote the training the team now uses and set one weekly number for the head of support.
What we did
We sat with every shift for two weeks, mapped where tickets stalled, and rebuilt the queue around three tiers with clear owners. We wrote the training the team now uses and set one weekly number for the head of support.
What held
The old backlog was cleared in six weeks. Six months on, no ticket has aged past thirty days, and the team runs the weekly review without us.
What held
The old backlog was cleared in six weeks. Six months on, no ticket has aged past thirty days, and the team runs the weekly review without us.
What held
The old backlog was cleared in six weeks. Six months on, no ticket has aged past thirty days, and the team runs the weekly review without us.
“
Tessaline Software
They didn’t sell us a tool. They fixed how forty people work, and then they left.
Maya Lind
VP Customer Operations
“
Tessaline Software
They didn’t sell us a tool. They fixed how forty people work, and then they left.
Maya Lind
VP Customer Operations
“
Tessaline Software
They didn’t sell us a tool. They fixed how forty people work, and then they left.
Maya Lind
VP Customer Operations
