In a fast-paced digital commerce environment, service delays and unresolved tasks can quickly impact customer satisfaction and SLA performance.
Our client was facing a significant and growing backlog of requests. While volume was a clear contributor, the root challenge was the lack of structured prioritization and visibility, making it difficult to meet response timelines and maintain service consistency.
To restore operational flow, a scalable solution was needed to triage tasks efficiently, improve accuracy, and prevent backlog recurrence through continuous monitoring and process alignment.
To bring the backlog under control and restore service consistency, Concentrix implemented a structured, data-led approach focused on intelligent task management and operational alignment.
Here’s how we made it work:
We didn’t just reduce backlog as we helped the client regain control, improve response accuracy, and bring structure back to their operations.
85% reduction in backlog
20% increase in task accuracy
