Single Pane of Glass

Introduction

Single Pane of Glass is a cross organization tool that will provide customer service agents with the information needed to effectively answer customer requests promptly form a single point and enable proactive customer support. Single Pane ofGlass will serve as an interaction point to multiple back end systems, and enable end to end business process management.

UX Impact

The Single Pane of glass will result in faster workflow execution and reduce the number of calls to agents. SPOG will increase customer satisfaction and reduce costs globally.

Understand

I conducted Observational Voice of Customer sessions with over 50 customer service agents in Phoenix, San Luis Potosi, Bucharest & Katowice. Observed the agents performing their normal activities and spoke with them about pain points, as well as how we can proactively service customer inquiries

  • Agents consistently have multiple programs open to access the information they need. In addition to that, they have created documents, post-it’s and notebooks full of information they need to better serve the customer.
  • The information in the back end systems isn’t accurate
  • Agents don’t have insight to tracking information and stock availability

Design

After compiling all the data from the OVOC sessions I developed a series of recommendations to enable the agents to be more proactive.

  • By providing a unique tracking number with real time end2end tracking of goods, this proactively provides the customer/CSR with information to make decision.
  • By automating the creation of mandatory documentation, we can proactively provide complete information to the customer ensuring smooth delivery to the customer (customs clearance).
  • By having visibility to customer delivery date changes, the CSR can determine proactive next steps.
  • By having visibility to inventory, WIP & planned builds, the CSR can proactively discuss with customer.
  • By tracking PACKAGING / RECYCLING we can proactively ensure the customer needs are being addressed.
  • By providing the agent with customer credit management info, the CSR can proactively communicate potential risks to the customer.
  • By having visibility to order history, product health & promotional codes for general inquires & warranties, the CSR can proactively provide information, alternative products enabling the customer to make the decision.
  • By providing agents with pricing information will enable them to keep customers informed and avoid future price discrepancies claims.

Evaluate

Usability Testing with the initial prototype showed me that we need to limit the number of fields shown in each table. There are empty and repetitive columns taking up space. Currently the table opens in a modal box, however using a new tab would give the table more real estate, making it easier to read. This would also allow the user to switch back/forth to reference information.