How Lumen cleared a 900-ticket backlog in a week

Lumen's support team of six started every week underwater. By Monday morning the queue held around 900 tickets, and a third of them were password resets.

Start with the boring tickets

Marcus Chen, who runs support operations, turned on Relay for one topic only: account access. Relay verified the user, sent the reset link and closed the conversation.

Week one

By Friday the backlog was down to 40. The team spent the freed hours on onboarding calls, and first response time dropped from four hours to under a minute.

“We expected it to help. We didn’t expect it to change how the week felt,” Marcus says.