Supply chain
Northwind Logistics
Routed 12,000 tickets/month to the right agent automatically.
12,000
Tickets/month auto-routed
−42%
Reassignment rate
11 days
From scope to production
Summary
Northwind's skill-based routing matrix had become a 400-row spreadsheet that nobody understood. We replaced it with an embedding-based routing engine that learned from their resolution history.
The challenge
Northwind's existing routing matrix had 400+ rules and nobody knew which were active. Tickets bounced an average of 2.3 times before landing with the right agent. Onboarding new agents was a multi-week ordeal.
What we built
We replaced the matrix with a similarity-based routing engine trained on 90 days of resolutions. Hard rules (PII, region) stayed enforced; everything else became a learned ranking. Managers got an 'explain this routing' button.
"We had a feature request open with Freshworks for 18 months. streamlineworks built it in 11 days."
Marcus K. · VP Customer Experience, Northwind Logistics
Results
- →Reassignment rate dropped from 31% to 18%
- →First-touch resolution climbed 19%
- →New-agent onboarding time fell from 14 days to 5 days
- →Operations team retired the old routing spreadsheet
Solutions used
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