Insights
The front door is infrastructure
Adding another inbox is not a scaling strategy.
Short pieces on surveys, go-live, and the front door. Examples in these notes are illustrative. They are not a client’s results.
Two kinds of demand
Transactional demand needs a Level 1 door: one owner, a status, a next step. Key accounts need a designed exception, written down, not a hallway conversation.
Start with ticket quality and first-touch routing. Heroics feel faster. They do not survive the next volume spike.
Ownership as a rule
If ownership is still a person, not a rule, the next spike will recreate the mess. Aging has to be visible to the people who supervise the queue.