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Display Order-Specific Phone Number in Support/Admin Tool
Rationale: This is the core requirement to address the problem statement. Access to the order-specific phone number will directly reduce call handling times and increase the efficiency of issue resolution.
Business Value: High. Directly impacts operational efficiency and customer satisfaction.
Dual-Contact Display:
Rationale: Add fields within the Admin Tool to show both profile and order-specific phone numbers side-by-side for each order entry.
Business Value: Medium. Enhances user experience for support operators, indirectly benefiting customers.
Search Functionality by Order-Specific Phone Number
Rationale: Enables support operators to search for orders using the order-specific phone number, further facilitating swift issue resolution.
Business Value: High. Improves the speed and accuracy of support operations.
Log Order Order-Specific Phone Number in Analytics
Rationale: Leverages the contact information on analytics Enhance Order data in Analytics.
Business Value: High. Improves the speed and accuracy of support operationsGives observability over Order-Specific Phone Numbers.
Out of scope
Save Order-Specific Phone Number in Customer Profile
Rationale: Facilitates Order-Specific Phone Number selection and reduces the need to re-validate using OTP.
Business Value: Inconclusive, has more value if customers need to validate using OTP but .
Validate Order-Specific Phone Number using OTP
Rationale: Improves accuracy of the customer’s contact information but can generate attrition.
Business Value: Inconclusive, need to understand the impact on the ordering flow but can also help with frauds.
Notify Operator: Implement an alert system that notifies support agents when an order-specific phone number differs from the profile number.
Rationale: This will prevent agents from overlooking this crucial piece of information.
Business Value: Low, having both phone numbers side by side reduces value of an alert.
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