The Data Named Names: How Aging Case Reports Revealed the Real Bottleneck
Global Logistics Company
At a Glance
Employees had stopped reporting because "nothing happens." It was the most dangerous kind of feedback -- not anger, but resignation. Cases were taking too long to close, and the delay was eroding trust in the entire compliance program.
Leadership knew closure times were rising but couldn't identify why. Was it a volume problem? A complexity problem? A staffing problem? Without visibility into where cases were stalling in the workflow, every proposed solution was a guess.
The company deployed EcoReports' aging case analysis, which tracked how long each case spent at each stage of the investigation workflow and with each assigned investigator. The report visualized bottlenecks by showing where cases were accumulating and for how long.
Instead of looking at averages -- which hid the problem -- the analysis broke down closure times by investigator, category, and stage. The granularity was critical: it allowed leadership to see not just that cases were slow, but exactly where and with whom they were stalling.
The data told a clear story: 80% of delayed cases were sitting with three specific investigators. Not because those investigators had the hardest cases -- the complexity distribution was roughly even -- but because they lacked the training and support to manage their caseloads effectively.
Leadership rebalanced the workload across the team and provided targeted coaching to the three flagged investigators. Average case closure time dropped by 30% within two quarters.
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