Vendor handoffs where customers disappear
Many fintech support trees end with “escalate to vendor.” The ticket closes locally; the customer waits. Vendor escalation path audits look for who owns the update, how SLAs are measured across the boundary, and what happens when the partner is silent.
Sampled cases often show bounce-backs without a named owner on either side. Fixing that is usually a contact matrix and a single accountable role — not a new tool.
If your procedure says “raise to partner,” add the sentence that says who tells the customer what happens next.