During the holiday season, our partner in the food retail sector experienced a significant surge in inbound calls and orders.

The sudden increase in workload resulted in the accumulation of 981 pending requests, creating operational pressure on the customer service function and increasing the risk of delays.

Objective:

Reduce legacy requests from ~1,000 to fewer than 350 within 15 working days — without compromising service quality.

Why

Effective backlog management during peak demand periods is critical for:

  • Maintaining high customer experience standards
  • Preventing secondary accumulation of requests
  • Ensuring operational stability
  • Preserving partnership reliability

Holiday seasons demand speed, structured execution, and absolute focus on measurable outcomes.

How

Our intervention was based on a targeted operational plan supported by daily performance monitoring.

Segmentation & Prioritization

  • Clear separation of old and new requests
  • Backlog prioritization strategy
  • Flow control to prevent new accumulation

Daily Target Setting

  • Defined daily backlog reduction targets
  • Daily KPI tracking
  • Shared, measurable objective across the team

Process Optimization

  • Use of structured templates and standardized responses
  • Simplification of service workflows
  • Reduced response time

Results-Driven Focus

Continuous performance monitoring and dynamic adjustment of actions, guided by a clear KPI:

Systematic and measurable backlog reduction.

Results

15/12: 981 pending requests

31/12: 274 pending requests

Over 70% backlog reduction within 15 working days

What We Achieved

  • Immediate support despite increased workloads
  • Maintenance of high service standards
  • Strengthened reliability and partner trust
  • Continuous operational improvement

Our Team Demonstrated That

“We can respond quickly, effectively, and with measurable impact — even under increased pressure.”

Our Commitment

We continue investing in process optimization, aiming to continuously enhance customer experience and provide premium support to our partners — even during the most demanding periods.