Case volumes were growing 10–15% annually, topping 40,000+ per year. Each support case required precise assignment based on product knowledge, region, and customer urgency. Yet the team relied on a manual ‘pull’ model - with two team members triaging cases daily, across time zones.
This approach couldn't keep pace. It created inefficiencies, risked SLA breaches, and tied up high-value staff in repetitive tasks. The team needed to automate assignment intelligently while maintaining control and flexibility over routing rules - without relying on IT every time a change was needed.
Q-assign replaced Sage Intacct’s manual triage model with an intelligent, fully automated routing engine inside Salesforce. The team designed complex assignment logic to match each case with the right support analyst based on skillset, product knowledge, shift availability, and region. Cases are now distributed automatically - first time, right time - with zero manual intervention.
But the impact didn’t stop at routing. To prevent early shift overloads, Sage Intacct configured Q-assign to hold cases briefly at shift start. This subtle automation prevents first-line agents from being flooded when they log on - balancing volume while maintaining speed.
The team also implemented load-balancing logic, distributing work equitably based on agent capacity and current workload. Analysts no longer require manual reassignments or manager intervention — the system adjusts in real-time, ensuring steady flow without overloading any individual.
Q-assign’s real-time automations also improved the customer experience. Every case now triggers an immediate acknowledgment, followed by a personalized assignment update once an analyst is selected. And when cases go unresolved for a specified time, the system proactively flags and reroutes them - ensuring nothing slips through the cracks.
Importantly, all of this is managed and updated by the Sage Intacct support operations team - no IT required. They can refine or expand assignment rules on demand, adapting Q-assign’s logic as their team, products, or processes evolve.
Ready to eliminate manual triage and scale your support team intelligently?
By eliminating triage, balancing workloads, and automating resolution workflows, Sage Intacct didn’t just save time - they gained team capacity. Q-assign now powers a high-performance support model that handles global volume with precision and control. Support agents stay focused on resolution. Customers get faster answers. And operations leads have the tools to scale - without scaling headcount at the same rate.
Q-assign has eliminated the need for manual triage. We’ve built advanced logic that assigns cases based on skills, product area, and urgency - and we can update that logic in real time. It’s been transformative.
Anthony Johnson
Customer Support Operations Director, Sage Intacct
