Approval & routing redesign

The bottleneck was not approvals in principle; it was one-size-fits-all queues where low-risk steps waited behind everything else.

We introduced clear thresholds, parallel paths where allowed, and escalation timers operators could see—so the system nudged owners instead of conversations chasing status in chat.

Post-launch metrics focused on age-in-queue and rework, not just volume automated—so the next improvements targeted real drag, not vanity throughput.