Orbitly
Support backlog 1,400 → 87
Redesigned support operations and cleared the backlog without adding headcount.
open support tickets
CLIENT / STAGE
Orbitly
DURATION
4 months
The situation
Orbitly’s support backlog had reached 1,400 tickets and the team was spending most of its week reacting.
What we changed
We separated incidents from questions, defined response ownership and added a weekly product feedback loop.
What happened
The backlog fell to 87 without adding headcount, while product teams received clearer evidence about recurring issues.
We stopped treating support as a queue and started treating it as a system.
Lewis Grant, COO
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