Section
Initial operating reality
Requests entered through email, chats, and attachments. The work was technically measurable but practically opaque because each reviewer was holding a different model of what mattered.
- No consistent intake shape
- Repeated clarifying follow-ups
- Escalations triggered too late
Section
What changed
Tenops mapped the intake path, isolated the repeatable decisions, and defined the exception classes that needed expert intervention.
The resulting system gave operators a stable front door, clearer review triggers, and a shared decision vocabulary.