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There are two different problems:

1- The customer support management team performs fraud check routines that require full order history visibility.

Example: They must see all the completed orders in a single day, to check if there are customers with suspicious transactions. They also need to see the loyalty points attribution and usage.

Currently, the team uses a csv file to get this information and they would like to have a similar file.

Example here:

2- The customer support agent needs to view many orders for the same customer at the same time.

1. Example: During the call, it might be time consuming to scroll down to get more information about the past orders. This can lead to a bad customer experience due to long calls / high waiting time.

The customer support management team performs fraud check routines that require full order history visibility.

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Although this is a very relevant issue, this won’t be the focal problem for this short-term solution. If the solution to problem 1 (fraud check) helps customer support team, it will be a plus.

❔ Expected Outcome

The agreed short-tem solution is to have an csv file that can be exported for a specific user.

• When the agent opens the admin tool, searches by a specific user and then it’s possible to export a file for that user.

• This file must include the following fields for a selected date range:

  • Customer details:

    • Customer name

    • Loyalty ID

    • Email

    • Telephone

    • Account creation date

  • Oder details:

    • Transaction ID

    • POS Transaction ID

    • Subtotal amount

    • Type of loyalty points

    • Received loyalty points

    • Used loyalty points

    • Transaction status (Completed, cancelled, etc)

    • Restaurant name / BK code

    • Channel

    • Date and hour

📈 Success Metrics

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Which fields must be exported to .csv?

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Insights

1️⃣ Stakeholder Interviews

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