HighRadius | rohremala

Streamlining Support from the Inside Out

Methods

User Flows,

Flow Charts,

Visual Communication Design,

Information Architecture,

Process Optimization,

Data Modelling & Automation,

Roles

Customer Experience Staff Designer

HighRadius is a leading fintech company that revolutionizes financial operations for large enterprises through its Autonomous Finance platform. Specializing in automating and optimizing processes within the order-to-cash cycle and for the office of the CFO, HighRadius offers two key solutions: an Integrated Receivables Platform and Treasury Management Applications.

Team

Rohitha Remala,

Karthik Madireddy,

Manish Jha,

Geetika Tiwari,

Prateek Rastogi

Scale

300-person Support Department

Overview

Through research, the team conducted stakeholder workshops, service mapping, and analyzed NPS and quality metrics to uncover bottlenecks in the 300-person support department. In synthesis, key lag times, leakage points, and the need for a root cause analysis KPI were identified to improve visibility into service quality. During ideation, concepts were developed for a unified business dashboard, streamlined workflows, and automated reporting. For selection & validation, the redesigned processes were piloted, automation was integrated via Google Apps Script, and the team provided comprehensive SOPs to ensure end-to-end optimization.

The results included tripling ticket resolution rates (3 → 12 per person per week), improving service quality by 15%, and eliminating manual reporting for key metrics.

Role and Responsibilities

Role: Customer Experience Designer + Workflow Automation Lead.
Scope:
- Dashboard design.
- KPI creation (Root Cause Analysis).
- Service blueprinting.
- Process automation via Google Apps Script.

Understanding the Business Use Case

End-to-End Service Mapping → Identified Lag Times

The team mapped the complete journey of support tickets from submission to resolution, capturing every touchpoint, handoff, and decision point across the 300-person department. This comprehensive mapping highlighted bottlenecks, repetitive steps, and unnecessary delays, allowing the team to pinpoint where tickets were stalling and where processes could be streamlined for faster resolution.

Root Cause Analysis KPI Introduced

A new KPI was implemented to track the underlying causes of recurring support issues rather than just surface-level metrics. This metric allowed leadership to identify patterns, prioritize systemic fixes, and allocate resources more effectively, transforming reactive problem-solving into proactive process improvement.

Leakage Analysis to Locate Wasted Effort

The team conducted a leakage analysis to identify areas where staff effort was being lost to redundant tasks, miscommunication, or inefficient workflows. By quantifying wasted effort, the team was able to redesign processes to eliminate unnecessary steps, optimize workload distribution, and ensure that employees focused on high-impact tasks.

Pain Points & Issues

Lag Times: Where tickets stall between handoffs or approval steps.
Redundancies: Repeated steps across teams or duplicated data entry.
Escalation Bottlenecks: Delays in assigning priority tickets or reaching SMEs.
Information Gaps: Missing documentation or unclear SOPs.
Metrics Gaps: Lack of actionable KPIs like root cause analysis or backlog aging.

Highradius Service Blueprint & Mapping - Service blueprint - example (1).jpg

Miro

Testing & Validation

Quantitative Measures

Pre/Post Metrics Tracking: Compared NPS, resolution times, and ticket closure rates before and after implementation.
KPI Dashboard Monitoring: Leveraged the newly built business dashboard to monitor service quality trends in real-time.|
Churn Analysis: Used CRM data to track changes in customer retention rates post-rollout.

Qualitative Measures

Internal Stakeholder Feedback: Conducted follow-up workshops and interviews with team leads, SMEs, and agents to assess usability of the new processes and tools.
Customer Sentiment: Analyzed open-text feedback from NPS surveys to confirm that improvements aligned with customer priorities (e.g., speed, transparency, and quality of response).
Process Observations: Shadowed live ticket handling sessions to validate that the redesigned workflows were consistently applied in day-to-day operations.

Outcomes

The renewed service blueprint delivered significant gains in both customer experience and operational performance. Customer satisfaction rose sharply, with Net Promoter Score increasing by 15% as resolution times improved and service quality became more consistent. These changes also contributed to a noticeable reduction in customer churn, addressing recurring pain points identified through leakage analysis and root cause investigations.
Operational efficiency saw a dramatic uplift. Ticket resolution rates tripled—from 3 to 12 tickets per person per week—through optimized assignment logic, streamlined workflows, and the elimination of unnecessary handoffs. Average resolution times dropped as lag points uncovered during end-to-end service mapping were removed. Consistent and updated playbooks were introduced across the organization, ensuring every team could execute the redesigned processes effectively.
The improvements were also built for scalability. Newly developed playbooks, along with updates to existing ones, enabled faster onboarding for new hires and improved adoption across the 300-person support department. The resulting processes were both sustainable and adaptable, allowing the team to maintain quality while managing growth.

Extended Contributions

Salesforce Migration – Optimizing Support Operations and Service Quality via new Ticketing Tool

Overview

As part of HighRadius’ broader transformation efforts, the support department underwent a Salesforce migration to modernize ticketing and customer management workflows. This project aimed to unify support processes, improve KPI tracking, and enhance both productivity and service quality.

Research & Discovery

Data Analysis: Leveraged NPS-driven user research and quality analytics to uncover gaps in customer satisfaction and service delivery.
Performance Review: Created analytics reports and presentations for the Radiance global event, using ticketing system data and TAM evaluations to evaluate customer satisfaction and team performance.
Stakeholder Engagement: Facilitated 10+ focus groups with cross-functional teams to align on business goals, define process improvements, and negotiate technical requirements for the new Salesforce setup.

Design & Process Development

KPI Framework: Expedited KPI definitions for internal structures, ensuring performance metrics were consistent and measurable across teams.
Workflow Redesign: Defined new processes for the support department, improving productivity and quality of service by 30%.
Dashboard Creation: Designed a Salesforce-integrated business dashboard for real-time monitoring of service quality metrics, enabling leadership to track trends and act on issues faster.

Implementation & Adoption

Team Leadership: Led a team of 9 interns to analyze service quality metrics, building sophisticated spreadsheets and an intuitive data dashboard for accurate calculations and visualizations.
Executive Reporting: Ran weekly business reviews for C-suite and executive managers, providing actionable insights and data-driven recommendations.
Change Management: Led a 3-day workshop to ensure company-wide adoption of the new Salesforce workflows, supported by detailed SOPs and training materials.

Impact

+30% increase in productivity and service quality.
+15% improvement in measured service quality post-migration.
Streamlined KPI tracking and reporting, reducing manual data handling.
Increased leadership visibility into real-time performance metrics, enabling faster decision-making.

New Hire Training Program – Accelerating Ramp-Up Time and Reducing Subject Matter Expert Time

Overview

To address long ticket resolution times and inconsistencies in service quality, a targeted New Hire Training Program was developed. This initiative laid the foundation for the broader service design transformation, ensuring new support staff could ramp up quickly, adopt best practices, and contribute effectively to a 300-person global support department.

Research & Discovery

Performance Gap Analysis: Reviewed ticket resolution rates, onboarding materials, and shadowing feedback to identify skill gaps and bottlenecks in the first 90 days of a new hire’s tenure.
Data Insights: Analyzed support metrics and NPS feedback to pinpoint areas where lack of product knowledge or workflow familiarity led to delays.
Stakeholder Engagement: Conducted interviews with team leads, senior SMEs, and new hires to understand both technical and operational training needs.

Design & Process Development

Curriculum Design: Created a structured onboarding curriculum combining product knowledge, ticket handling best practices, and root cause analysis methodology.
Process Integration: Embedded training around new KPIs, leakage analysis, and service mapping so new hires were aligned with the redesigned service workflows from day one.
Hands-On Modules: Developed realistic ticket-handling simulations and case studies based on actual historical service issues to accelerate problem-solving skills.

Implementation & Adoption

Delivery Model: Launched the program as a hybrid learning experience — combining live SME-led sessions, self-paced content, and guided practice in the ticketing environment.
Knowledge Transfer: Created reusable SOPs, job aids, and quick-reference guides to ensure ongoing consistency in training delivery.
Scaling: Established a train-the-trainer model so leads could run the program for future cohorts without bottlenecks.

Impact

4x improvement in ticket resolution rates per person (from 3 → 12 tickets/week) after full rollout.
Reduced onboarding time for new hires by 25%.
Created a baseline operational competency that directly enabled the success of the later service design transformation.
Increased team confidence and reduced escalation rates from inexperienced staff.