The Challenge Prat City required a comprehensive operational review to identify gaps in their customer support workflows. They needed a strategic baseline to define KPIs, improve response times, and prepare for a future tooling migration. The goal was to audit the current state (Intercom, Nextiva) and provide a roadmap for scaling their remote support team.

The Solution I led Phase 1: Audit & Assessment, focusing on deep-dive business analysis and strategic planning.

Operational Health Audit I conducted a full review of current support processes, analyzing call logs and Intercom transcripts to benchmark team performance. I identified critical gaps in their current tooling setup that were bottling neck efficiency.

KPI Definition & Strategy I established performance baselines and defined the "North Star" KPIs for the support team. I mapped out the reporting framework needed to track these metrics moving forward.

The Strategic Roadmap I delivered a detailed implementation plan that prioritizes improvements based on impact. This roadmap identified the necessity of a core software upgrade (currently pending) as a prerequisite for the next phase of automation.

Strategic Clarity: Delivered a complete "State of the Union" audit report identifying key operational risks.

Roadmap Delivery: Created a prioritized execution plan for Phase 2 (Implementation).

Data Benchmarking: Defined the KPI framework to measure future success.

Intercom (Audit)

Nextiva (Audit)

Asana (Project Management)

Google (Documentation)