Context
A national car distributor representing several major brands, with a nationwide dealer network, corporate dealerships, used vehicle platforms and financing services. A growing ticket backlog and SLA pressure were affecting dealers and corporate teams.
FuturWork deployed three functional L2/L3 consultants for two years to stabilize and improve the sales application environment.
Challenges
- Unstable sales platform. Many L2/L3 incidents, recurring issues and too many escalations to development teams.
- Growing backlog. Inconsistent prioritization, little root cause analysis and more SLA breaches.
- Complex environments. Corporate and dealer environments, international coordination, in-house and group applications.
What we did
- Backlog clean-up and SLA discipline. Structured triage, a backlog reduction program and SLA monitoring.
- Root cause analysis. Close work with development teams to remove recurring defects.
- Knowledge structuring. Advanced troubleshooting, escalation reports, updated documentation and templates.
Results
- About 40% smaller backlog in 12 months
- SLA compliance back above 95%
- About 30% fewer recurring sales incidents
- About 25% fewer reopened tickets and 20% better MTTR
From growing instability to structured L2/L3 support.
Facing a similar challenge? Talk to our team.
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