22Ventures

How in 22 Ventures they shortened the response time to internal problems to 15 minutes?

Client22Ventures

IndustryTechnology | Marketing

AreaInternal Operations | Ticket System

ToolsClickUp | Process Automation

"In the past, when something needed attention, you had to go looking for help. Today, we have a single, simple point of entry, and I know that every report is immediately assigned context, priority, and an owner."
— Martyna Celuch, Senior Customer Success Manager

Client22Ventures

IndustryTechnology | Marketing

AreaInternal Operations | Ticket System

ToolsClickUp | Process Automation

Challenge

At 22 Ventures, reporting internal issues and needs was scattered across chats, private messages, phone calls, meetings, and ad-hoc tasks, which led to chaos, delays, and a lack of control over support costs.

Reporters often didn't know who should handle a particular issue, so they involved several people before the problem reached the right person.
The context of the issues got lost amid dozens of messages, comments, and threads, making it difficult to revisit the solution, reconstruct the history, or draw conclusions.
The team handling requests didn't have a single place to work, prioritize, and track costs, so even minor issues could end up taking a disproportionate amount of time.

Results

What have we accomplished together?

15 minutes
15 minutes until the first response: 99.9% of reports
99.9% of reports are forwarded to the appropriate person: ~1,000 tickets per year
in a single system

15 minutes

15 minutes until the first response

99.9% of reports

99.9% of reports are forwarded to the appropriate person

~1,000 tickets per year

in a single system

The Process

How did we do it ?

1
A single point of entry
Instead of leaving people wondering, “Who should I go to with this?”, we’ve implemented a single, simple submission form. Users describe the problem, attach the necessary materials, specify the priority and expected deadline, but they don’t have to choose a contractor themselves.
2
Intelligent routing and the "triage" stage
Each submission is automatically added to both the main list and the relevant department, and automated systems identify the type of case and route it to the appropriate person. In addition, there is a "triage stage" that helps distinguish urgent cases from those that can be scheduled or postponed.
3
The full context in a single ticket
Further communication does not take place in private messages or in chat, but in the comments section below the ticket. This ensures that the entire context, questions, decisions, and time spent on the issue are all kept in one place, which facilitates tracking, analysis, and future improvements.

Additional objectives

What else have we accomplished?

It's easier to scale support across different companies and brands.
Build a knowledge base based on real-world problems and solutions.
It is better to assess the cost-effectiveness of improvements before implementing the changes.

Customer review

“The biggest problem wasn’t the volume of requests itself, but rather their scattered nature and the lack of control over how much it actually costs to handle internal matters. After implementing a single ticketing system, we gained not only operational order but also the ability to prioritize effectively and ensure the team’s work remains profitable. This solution allows us to better assess which issues require an immediate response and which should not consume a disproportionate amount of resources. Additionally, each ticket requires approval from the appropriate manager, ensuring that the team receives only the tasks it should be working on."

An Expert's Perspective

“Before, when something needed attention, you had to reach out to people, post in chat rooms, and hope the issue would get to the right person (or use the ‘ask the most senior Tiger’ option ;)). Today, we have one simple point of entry, and I know that every report is immediately assigned context, priority, and an owner. This has greatly reduced the chaos and shortened the path from identifying a problem to taking concrete action. For me, as someone who’s very process-oriented, the most important thing is that nothing gets lost, and the organization simply runs more smoothly and predictably.”

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