Find where customer orders wait
How we help
An average turnaround can look healthy while a small group of orders remains stuck for days. Support tickets can also appear resolved even when they are repeatedly reopened, making a single headline number a poor guide to customer experience.
BrownBag defines measures around the actual handoffs in fulfilment and support. We map event timestamps and statuses, validate how waiting time is calculated, and build views that show aged work, incomplete records and the owner of the next action.
Discuss this service →The work, step by step
How the work is handled
Agree meaningful operating measures
Define order release, pick completion, dispatch and support response events. Decide how working hours, paused cases and reopened tickets affect the measures before comparing teams or periods.
Validate events and build queue views
Check source completeness and inconsistent timestamps. Combine the agreed records into backlog, age and turnaround views, preserving the ability to trace an outlier back to its original order or ticket.
Create an action-focused review
Review bottlenecks with warehouse and support leads. Assign an owner to aged or repeated exceptions and establish a reporting rhythm that records actions alongside the next period’s results.
Clear handover
What you receive
- Fulfilment and support metric definitions
- Validated event and timestamp mapping
- Backlog, ageing and turnaround dashboard
- Exception-owner register and review agenda
Start the conversation
Prepare your brief
These details help us scope the work:
- Order/warehouse and support reporting sources
- Current operating statuses and working-hour definitions
- Examples of delays the team finds hard to explain
Your questions, answered
Can the report compare different teams fairly?
Only after definitions and working patterns are aligned. We account for relevant differences such as queue type, operating hours and paused work, and show the context needed to interpret a comparison.
Does the dashboard set service targets for us?
Your managers agree the targets and priorities. BrownBag makes the measures and exception views usable, then helps structure a review that connects the numbers to an owner and a practical next action.