What breaks
at this point.
01
Requests arrive everywhere
Email, chat, forms and hallway conversations — none of them tracked.
02
SLAs are reported, not managed
You find out about a breach in the monthly report.
Every request
through one front door.
Email, forms, chat, API and phone notes all land in the same intake — de-duplicated, classified and routed before anyone opens an inbox.
ops@company
Web form
Request portal
Slack & Teams
/request
API
POST /items
Phone notes
Logged by agents
One intake
Owner
Assigned by rules
Clock
SLA starts on arrival
Status
Shared with requester
Then onto the Kilter Line
What changes
in the first month.
Intake
Every request through one front door.
Email, forms, chat and API intake create items with an owner and a clock — no more requests living in someone’s DMs.
Unified intake from every channel
De-duplication and classification
Requester status updates
Measurement
Find the station where time disappears.
Cycle time by station shows exactly where work waits. Fix the slowest station first, then measure again.
Wait share by station
SLA margin and near-misses
Weekly review dashboard
A plan you can start
on Monday.
01
Unify intake for one process
Route every channel into one line.
Week 1
02
Set budgets per station
Make the clock visible to everyone.
Week 2
03
Review cycle time weekly
Start with the 85th percentile.
Weeks 3–6
04
Expand to the next process
Reuse stations and rules.
Month 2
−41%
Exception resolution time (Oxbow, fictional)
99.2%
SLA attainment, up from 93%
Customer story
Oxbow Freight
For the first time, the morning stand-up starts with the exceptions that need a decision instead of a hunt for which ones exist.
Ilse Verhoeven · Director of Operations
−41%
Exception resolution time
Recommended plan
Growth
Branching, SLA timers, escalations and cycle-time analytics — the core operations toolkit.
From $44 / user / month, billed annually
Questions
from teams like yours.
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