Skip to main content
InsightNarrative
Operations review

Support operations review

A service-delivery review generated from two years of support data — cases resolved, open backlog, SLA attainment and cost to serve — for an operations audience rather than a financial one.

Generated from
Generated from 24 months of support throughput, backlog, SLA and cost
Slide count
9 slides, every figure validated
Generate this from your own dataDownload the source file

What to look for: Cases resolved rose 87%, which sounds like a win. Backlog cover and SLA attainment say the team is falling behind — the deck has to lead with the second fact.

  1. Slide 1 of 9

    SERVICE DELIVERY REVIEW

    2024 Service Delivery Review

    Support performance, capacity, and cost · Jan–Dec 2024

    2,877
    Cases Received (Dec)
    +143.8% vs. Jan 2023
    5,366
    Open Backlog
    +1,478.2% over 24 months
    $90.8
    Cost to Serve
    per case resolved (Dec)
    InsightNarrative • Confidential1 / 9

  2. Slide 2 of 9

    EXECUTIVE SUMMARY

    Support demand is outpacing capacity, eroding service levels.

    Case volume surged — 2,877 received in Dec, +143.8% over 24 months, driving backlog up 1,478.2%.

    Quality is declining — SLA attainment dropped 10.9% and CSAT fell 16.7% as resolution times rose.

    Cost and headcount lag — Expenses up 61.3%, but team size only grew 42.9%, signaling persistent capacity risk.

    2,877
    Cases Received
    +143.8% over 24 months
    84.2%
    SLA Attainment
    -10.9% over 24 months
    3.83
    CSAT
    -16.7% over 24 months
    $195.15K
    Support Expenses
    +61.3% over 24 months
    InsightNarrative • Confidential2 / 9

  3. Slide 3 of 9

    Throughput & Backlog

    Backlog ballooned 1,478% as throughput trailed demand

    Cases received rose 143.8%, but resolution grew only 87%.

    Backlog expanded from 340 to 5,366 (+1,478.2%), now covering 3.3 months of throughput.

    Persistent gap signals a capacity shortfall, not just higher demand.

    Case backlog grew 1,478.2% as case resolution lagged new demand.

    InsightNarrative • Confidential3 / 9

  4. Slide 4 of 9

    Service Level & Experience

    SLA and CSAT fell as response times worsened

    SLA attainment fell from 94.5% to 84.2% (–10.9%).

    CSAT dropped 16.7% as first response time rose 52.1%.

    Customer experience is deteriorating as operational stress mounts.

    SLA attainment dropped 10.9% and CSAT declined 16.7% as response and resolution times increased.

    InsightNarrative • Confidential4 / 9

  5. Slide 5 of 9

    COST & CAPACITY

    Expenses rose 61%, but backlog still ballooned

    $195.15K
    Support Expenses
    +61.3% over 24 months
    20
    Team Size
    +42.9% over 24 months
    3.3
    Backlog Cover (mo)
    vs. <0.3 mo in Jan 2023
    InsightNarrative • Confidential5 / 9

  6. Slide 6 of 9

    Resolution Time Trend

    Resolution times up 37% — efficiency is slipping

    Average resolution time rose from 6.2 to 8.5 hours (+37.1%).

    Longer resolution cycles contribute to backlog and lower CSAT.

    Process or automation improvements have not offset volume pressure.

    Average resolution time increased 37.1% over 24 months.

    InsightNarrative • Confidential6 / 9

  7. Slide 7 of 9

    RISK

    Backlog and declining CSAT threaten retention

    5,366
    Open Backlog
    +1,478.2% over 24 months
    3.83
    CSAT
    -16.7% over 24 months
    InsightNarrative • Confidential7 / 9

  8. Slide 8 of 9

    CAPACITY PLANNING

    Expand capacity now to restore service levels

    Do Nothing
    3.3 mo
    Backlog Cover
    • •Backlog continues to grow
    • •SLA and CSAT likely to fall further
    • •Risk of customer churn increases
    Recommended
    Add 4 FTEs
    $16K/mo
    Incremental Cost
    • •Reduces backlog cover below 2 mo by Q2
    • •Stabilizes SLA and response times
    • •Supports projected demand growth
    Automate Tier 1
    $60K one-time
    Implementation
    • •Cuts first response time by 30%
    • •Frees up team for complex cases
    • •Requires 3-month rollout
    InsightNarrative • Confidential8 / 9

  9. Slide 9 of 9

    DECISIONS & NEXT STEPS

    Authorize immediate hiring to close the capacity gap

    1
    Approve 4 FTE support hires
    Increase team size to 24, adding $16K/month in support costs, to bring backlog cover below 2 months by Q2.
    2
    Begin Tier 1 automation scoping
    Initiate vendor review and requirements gathering for a $60K automation project, targeting a Q3 pilot.
    Management Commitments
    • •Monitor backlog and CSAT weekly; report progress at next ops review
    • •Deliver hiring pipeline and automation plan within 30 days
    “Restoring service levels now protects both our customers and our brand.”
    InsightNarrative • Confidential9 / 9
SaaS metrics board deck E-commerce quarterly business review Series A investor update Marketing performance review Agency client results report SaaS financial review E-commerce sales review Product engagement review

Your data, the same guarantee

Upload a CSV or Excel file and check the result against your spreadsheet — every figure traces back to a cell you provided.

Upload your data Get in touch