The Need for Speed: 30% Accelerated Productivity Rate with Proprietary Escalation Management Tool

Published on February 14, 2023
Last Updated on February 14, 2023

Gaining a massive volume increase during the pandemic coupled with the growing number of mobile users, the online food delivery industry is continuously growing fast with a projected revenue of $0.91 trillion in 2023. TaskUs has been providing customer support for their three-sided marketplace–rider, driver, and the merchant- for one of our biggest clients, a UK-based food delivery platform, since 2015. Find out what we did to make the escalation process more efficient through proper queue management and accurate reporting and how it increased productivity and improved handling time.

The Client: A UK-Based On-Demand Food Delivery Company

The Challenges

  • Absence of proper queue management and accurate reporting
  • Lengthy duration of customer issue resolution due to an inefficient escalation process

The Answer is Us

We developed RooTask, an in-house escalation management tool that allows teams to escalate multiple issues and view resolutions in real-time, drastically speeding up the process. The tool’s dashboard can provide specific and immediate insights on:

  • Escalation tickets and their status
  • Compensation (OTC and other forms)
  • Invalid escalations

The Results

  • 30% increased productivity
  • Decreased incorrect escalations from 1.3% to 0.6%
  • Increased handling of tickets per hour from 7 to 10
  • Reduced Average Handling Time (AHT) from 181 seconds to 167 seconds
Download the full case study


Siva Raghava
Senior Director, Trust + Safety
As a Senior Director, he and his team focus primarily on scaling Trust & Safety practices globally. Developed expertise while helping organizations in Product Operations, Content Moderation and Management, Project Mgmt., Global Solutioning & Vendor Management, Digital Marketing Ops, Content Policy Creation, and Content Policy Enforcement. Siva is a “truly diversified” Trust and Safety professional driving a purpose on platform safety for online communities at large for over 17 years. Worked with some of the premium brands in this space building deep domain expertise globally.