Case Dashboard

Optima Tax, 2017 to 2019. Product Manager to Director, Product.

A ticket and appointments dashboard for case managers, paired with automated SMS servicing campaigns.

What I did

Built the BI dashboard that showed where cases were stuck.
Shipped robo and SMS servicing campaigns that moved cases forward.

What happened

Average case-close time fell from 160 hours to 49 in four months, and monthly closed cases rose 140%.

By Kyle Blanchard. Kyle Blanchard is a Los Angeles product leader and AI consultant who builds and evaluates AI agents for hospitality, healthcare, and startups. Work with me.