Stabilising Product Support Overload with Structured Delivery
Facing capacity gaps, unclear governance, and an unmanageable support backlog, the Customer Service product team at a global logistics firm was struggling to maintain delivery and stakeholder confidence. Through a focused current-state assessment and targeted process and governance improvements, Lancia Consult helped the team regain control, restore transparency, and establish a practical roadmap for scalable, customer-centred product development.
Service
Sector
Within just three months, the product team had regained clarity and control.
The Challenge
The Customer Service product team at a global logistics firm was under significant strain. Recent departures left capacity gaps, governance was unclear, and an overwhelming volume of support tickets slowed product development. The backlog was neither visible nor prioritised, leaving customers feeling ignored and frustrated. At the same time, the business aimed to double its user base within two years. Yet the team was resource-constrained, disconnected from critical functions, and lacked structured processes for effective product development.
The Solution
Lancia Consult quickly conducted a current-state process analysis to uncover the bottlenecks and disconnects holding the team back. Based on these insights, a focused action plan was built and implemented to restore momentum. We introduced governance touchpoints to improve alignment and decision-making, analysed legacy ticket data to reduce workload and surface recurring issues, and established a backlog prioritisation process to reduce ticket ageing and increase transparency. This approach addressed immediate pain points while building the foundations for a more effective, collaborative, and future-ready team.
The Impact
Within just three months, the product team had regained clarity and control. A Confluence dashboard provided transparent reporting to stakeholders, regular touchpoints with key customer groups restored engagement and trust, and stakeholder forums improved internal collaboration and visibility. Legacy issues were resolved, governance was embedded, and a clear roadmap for product development was established. The team regained direction, stakeholder confidence grew, and the firm was positioned to deliver on its ambitious growth plans.
