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1. 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.

2. Dual-Contact Display:

   1. Rationale: Add fields within the Admin Tool to show both profile and order-specific phone numbers side-by-side for each order entry.

   2. Business Value: Medium. Enhances user experience for support operators, indirectly benefiting customers.

3. 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.

4. Log Order Order-Specific Phone Number in Analytics

   • Rationale: Enhance Order data in Analytics.

   • Business Value: High. Gives observability over Order-Specific Phone Numbers.

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1. 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 .

2. 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.

3. Notify Operator: Implement an alert system that notifies support agents when an order-specific phone number differs from the profile number.

   1. Rationale: This will prevent agents from overlooking this crucial piece of information.

   2. Business Value: Low, having both phone numbers side by side reduces value of an alert.

4. Search Functionality by Order-Specific Phone Number

   1. Rationale: Enables support operators to search for orders using the order-specific phone number, further facilitating swift issue resolution. This feature already exists in the Support Tool, when looking by an order-specific phone number the search returns links to customer profiles that have Orders with that phone number. There might be room for improvements but they are not a priority for 2024 Q4.

   2. Business Value: High. Improves the speed and accuracy of support operations.

❓ Open questions

📈 Success Metrics

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