Contact Center Customer Experience Improvements

Agile team set up, design and prototype of CRM improvements

RPA. Jul. 24 - Jan 25

London

Front and back office customer center journey map across channels.

Challenge and Outcome

Identify and prototype new technology use cases to improve a CRM system in a customer center

The Rural Payments Agency is responsible for making payments to thousands of farming and environmental organisations.

I was responsible for developing a roadmap, prioritise opportunities and prototype a few technical and non-technical solutions in order to improve delays in answering complex queries.

The outcome was a tested prototype of a solution integrated with the existing CRM notifying users quickly of issues in resolving pending queries.

Multiple channel blueprint, scheme agnostic

Approach

Gap analysis, user research, opportunities prioritisation, prototyping and testing

This project was part of a customer strategy re-definition. Our team was responsible for identifying upcoming opportunities in technology and culture change and people. This meant that we had to align with the work of multiple teams looking into solutions that improved the CRM system and its integration with others.

We conducted the following in order to arrive to a prototype:

+ Mapped As is journeys across channels based on existing user research

+ As is and to be blueprint

+ Gap analysis mapping the programme’s initiatives vs. the pain points that had not been resolved

+ Opportunity mapping and prioritisation

+ Concept and prototype testing

+ To be assumptions on the backlog for future iterations

My design role was twofold with product management in this role, since I drove the team to adopt ways of working, prioritise items on a roadmap and subsequently add the items to the backlog, decide on roles and responsibilities and liaised with delivery teams across the organisation in order to deliver against the most clear opportunity area.

Co-creation workshop

Results

Improved resolution of complex queries and decrease in the duration of incoming calls