In the technical services sector—such as energy facility management or industrial maintenance—speed and accuracy in handling incidents are crucial to ensuring customer satisfaction and maintaining efficient operations. However, many companies still rely on manual processes to record, classify, and assign cases, leading to delays, errors, and a poor experience for the end user.
This was the situation faced by a company in the sector that turned to MyTaskPanel Consulting for a solution. In this success story, we explain how we transformed its technical incident management system through automation with n8n, achieving tangible improvements in response times, efficiency, and customer satisfaction.
The challenge: a manual process full of weak points
Before implementing the solution, the company managed incidents manually, which resulted in multiple issues:
- Dispersed intake sources: customers reported incidents via phone, email, and forms, with no unified system in place.
- Duplicate cases: receiving the same issue through different channels often led to multiple entries.
- Significant delays: initial response time exceeded six hours on average, negatively impacting customer satisfaction.
- Lack of traceability: tracking was complex, and there was no clear visibility into which technician was handling each case.
- High administrative workload: the support team spent much of its time manually logging and prioritizing each incident.
All of this directly affected customer experience, operational efficiency, and ultimately the company’s reputation against competitors.
The solution: intelligent automation with n8n
After analyzing the current process and understanding the company’s specific needs, MyTaskPanel Consulting designed a customized solution based on automated workflows using n8n. The objective was clear: centralize incident management, reduce response times, and ensure complete traceability.
The new automated workflow included:
1. Centralized incident intake
All inputs (email, phone, and forms) were integrated into a single management platform, eliminating information dispersion.
2. Automatic classification
Using predefined rules, each incident was categorized by:
- Urgency level.
- Customer type (premium, standard, new).
- Geographic area.
- Required technical specialty.
3. Direct assignment to the right technician
The system automatically assigned the case to the most suitable professional, ensuring fast and efficient attention.
4. Notifications and transparent communication
Both customers and technicians received automatic alerts about the incident status, improving transparency and reducing additional inquiries.
5. Real-time reporting and traceability
Automatic reports were generated with key indicators: response times, SLA compliance, assigned technicians, and progress of each case.
The impact: results that speak for themselves
The implementation of this automated system led to immediate and measurable improvements:
- Initial response time: reduced from over 6 hours to under 1 hour.
- Higher customer satisfaction: positive ratings increased by 20% thanks to faster resolution.
- Operational efficiency: 25 hours per month were freed up for the support team, allowing them to focus on higher-value tasks.
- Zero duplications: centralizing all inputs ensured each incident was recorded only once.
- Full traceability: thanks to automatic reports, management gained real-time visibility into each case and technician performance.
These results transformed the support team’s day-to-day operations and strengthened the company’s reputation as a reliable and efficient provider.
Key factors behind the project’s success
The experience gained in this success story offers several valuable lessons:
- Tailored design: each classification and assignment rule was built based on the company’s specific characteristics, avoiding generic solutions.
- Guaranteed scalability: the system was prepared to integrate new channels or tools without needing to start from scratch.
- Integration with existing systems: we leveraged the company’s current management platform, reducing implementation costs and avoiding team resistance.
- Data for continuous improvement: real-time reports provided control and helped identify optimization opportunities.
What other companies can learn from this case
Although this project was carried out in the industrial and energy sectors, the lessons apply broadly to any industry that manages incidents or support tickets:
- Speed is key to customer satisfaction: an initial response in under one hour makes a significant difference.
- Automation frees up resources: the team can spend more time solving problems and less on administrative tasks.
- Traceability prevents losses and errors: a clear and centralized system builds trust among customers and management.
- Technology must adapt to the business: flexible tools like n8n enable fully customized solutions.
This success story demonstrates how, by automating technical incident management, MyTaskPanel Consulting helped a company transform a manual, slow, and inefficient process into a centralized, agile, and fully traceable system.
The results—reduced response times, more satisfied customers, greater efficiency, and full traceability—show the impact a well-designed and well-implemented technological solution can have.
Investing in automation is no longer optional—it is essential to ensure customer satisfaction and sustained business growth.
Want to take your incident management to the next level?
At MyTaskPanel Consulting, we help companies worldwide automate critical processes, improve efficiency, and deliver a better customer experience. Get in touch with us and discover how we can design the solution your company needs to achieve greater speed, traceability, and productivity.
