Automating the Ticket Queue
profitability
What this case is about
Your client, Tickstone Support, is a small business process outsourcing provider losing money because customer tickets miss service-level agreements. The company is considering automated software to categorize tickets and wants to know whether adopting it makes financial sense. How would you assess the decision?
Objective
Establish whether the expected contribution from fewer missed SLAs justifies the software and training costs, while accounting for unconfirmed renewal fees and implementation risk.
Skills this case tests
Structuring the problem
Working the numbers
Judgement and recommendation
Communicating clearly
This is an interview practice scenario. Figures in the brief are case inputs, not current market research.