Context: 
Every business wants faster resolutions, but few truly understand the structure behind their customer data. Complaints aren’t always a sign of failure—they’re signals of process fatigue, disconnected tools, and slow visibility loops. 

Challenge: 
Without end-to-end visibility, customer service becomes reactive. Repeated follow-ups, delayed escalations, and inconsistent accountability erode confidence. 

Approach: 
Novacept conducts a comprehensive diagnostic of the customer estate, combining: 

• Inside-Out Analysis: Review of ticket flows, data analysis, understanding trends in tickets, process maps, SLAs, and escalation trails. Understanding the root cause and most raised issues. 

• Outside-In Benchmarking: Comparison with peer organisations in similar scale and geography. 

• Data Heatmaps: Identify where tickets stall—people, process, or technology. 

Insights: 

• Ticket density was highest in specific regions due to unclear ownership. 

• Resolution delays weren’t caused by volume but by workflow gaps. 

• Sentiment patterns indicated frustration from communication silence, not product faults. 

Outcome: 
We carved a Transformation Roadmap spanning: 

1. People — role clarity, capacity rebalancing. 

2. Process — re-engineering triage and escalation. 

3. Technology — integrating CRM, ticket, automation and communication layers. 

Takeaway: 
Before introducing automation, clarity comes first. Visibility is the first step to customer experience transformation.