Miso partner operations

• 2 tiersDispatch structure
• 2Regional partners connected
• 1Unified support desk

How we planned it

1. 1

   We worked out what we could handle

   Before proposing, we split 2025 orders by district and laid out cancellation and completion rates, peak volume, and technicians per region. From that we estimated a steady monthly capacity per region and shared it with the platform, and lined up backups where cancellations were frequent.

2. 2

   We designed a two tier handoff

   Platform orders land in our ilnetta first, and the two regional partners receive theirs in their own ilnetta. Orders for technicians we recruited ourselves stay at the first tier for direct management.

3. 3

   We put field rules in one guide

   Rules include first contact with the customer within 24 hours of assignment, entering the schedule as soon as it is set, and reporting right away when a customer mentions canceling. If a customer cannot be reached, technicians try text and phone three times each before reporting, and every report and question goes through one KakaoTalk channel.

4. 4

   We checked in the very first week

   We split the nearly 500 orders from the first week by region and compared them with the volume the platform expected. Daily averages showed which regions ran above or below plan, which gave us grounds to adjust allocation.

5. 5

   We automated order matching

   We built a check sheet that matches the platform order file against first and second tier ilnetta orders by address and masked phone number. Colors set the urgency, for example red for orders canceled on the platform but still open in the system, and orange for orders waiting to be closed.

Deliverables

• Two tier dispatch
• Order reconciliation sheet
• Risk sheet
• Customer support

Photos set the mood and are not from the project.