CanTel Connect — Customer Service Ticketing System

End-to-end consultancy project delivering a centralised customer service ticketing system for CanTel Connect. Delivered within three weeks using Hybrid delivery, Kanban workflow management, Power BI reporting, KPI redesign and structured governance, achieving a 96.8% ticket resolution rate and reducing the backlog from 8 tickets to 1.

CanTel's customer service journey suffered from fragmented channels, inconsistent SLAs and poor visibility into agent performance. Stakeholders needed a defensible, evidence-led roadmap to consolidate channels and instrument the journey end-to-end.

• Diagnose journey pain points with quantitative evidence
• Recommend a phased delivery roadmap
• Design KPI dashboards for ongoing measurement
• Establish RAID-led governance for delivery

• Qualtrics survey of 60+ participants
• Stakeholder interviews and journey mapping
• Power BI dashboard prototype
• RAID log, stakeholder map and communication plan

Project lead and lead analyst. Coordinated the team, owned governance artefacts (RAID, stakeholder map, comms plan), built the Power BI dashboard and presented final recommendations.

• Project Charter
• Stakeholder Map
• RAID Log
• Power BI Dashboard
• Communication Plan
• Final Recommendations Report
• Steering Presentation

• Coordinating a multi-disciplinary student team
• Translating qualitative findings into governed decisions
• Building a dashboard that worked for non-technical reviewers

• Distinction-level outcome
• Roadmap accepted by stakeholders
• Reusable Power BI template
• Coordinated 20+ stakeholders end-to-end

Artefacts produced on this project. Mockups represent the artefact format; confidential client material is appropriately withheld.