Lumen Health

“Protocol gave operations a shared language for priority, ownership, and service quality.”

Case study

Problem

Rapid growth made ownership and SLA risk difficult to see across specialized service teams.

Protocol solution

Lumen created role-based queues, SLA workflows, escalation rules, and custom quality scorecards.

Modules used

TicketsSLAsQualityReporting

91% SLA attainment

33% fewer escalations

45% faster manager review