Northstar

“We moved from separate queues and reporting tools to one operating view for service.”

Case study

Problem

Support work was split across multiple inboxes, a separate knowledge base, spreadsheets, and manual QA.

Protocol solution

Northstar centralized conversations, routing, knowledge, reporting, and quality workflows in Protocol.

Modules used

InboxAutomationKnowledgeQuality

62% faster first response

38% higher agent capacity

41% fewer manual ticket handoffs