Case Studies
Manufacturer: work-order triage cycle time cut 55%
A mid-market manufacturer was losing days per week to work-order triage — the request would sit in an inbox before someone classified it, dispatched a tech, and staged parts. Our agent does that in minutes.
The challenge
Customer service and internal maintenance work orders were arriving via email, phone, and web form. Triage — classifying the request, checking parts availability, and dispatching to the right tech — was taking 8–14 hours on average. On urgent orders that meant a plant sitting idle. On non-urgent orders it meant lost throughput.
Our approach
Agentic Workflow Sprint. The agent parses the inbound request, classifies against the taxonomy, checks parts availability in the ERP, dispatches to the appropriate tech with a routed work order, and stages parts. When the request is ambiguous or high-risk, it escalates with full context to the ops lead. All actions logged; supervisor dashboard for weekly review.
The outcome
Live in 10 weeks. Median work-order cycle time reduced 55%. Parts availability at dispatch time up meaningfully. Ops lead time reclaimed to work on process improvement instead of triage.