We used to start every morning by copying addresses out of emails. Now the tickets are already on the rota when we sit down.
Harborline Freight runs refrigerated storage at eleven sites and answers about ninety service requests a day.
Before
Requests arrived as email, most of them short and urgent, many with a photo of a display or a delivery note attached. A dispatcher read each one, found the site in a spreadsheet, typed a ticket and picked a priority. On a busy morning the queue was four hours deep before the first engineer was assigned.
What changed
The shared service mailbox now forwards to Avelin. A template reads the requester, the site, any temperature reading and the time the customer needs someone. Two rules do most of the work: a reading above 5°C sets the priority to high, and a site not in the site list goes to the review queue instead of becoming a ticket.
What the team does now
Dispatchers spend their first hour on the twelve or so requests in the review queue, not on all ninety. The operations lead gets a summary at 7:00 with every ticket created overnight, each linked back to the email it came from.