⏮️ Context
What is the context and status quo of the opportunity
🎯 Problem Statement
Inefficient Email Synchronization Between Support Tool and Homeria Delivery Management Platform
Currently, when a Customer's email address is updated in the Support Tool, this change does not automatically reflect in the Homeria Delivery Management Platform. This lack of synchronization results in a mismatch of customer profile information between the two systems. Customers may experience delays in receiving crucial delivery-related information, such as order confirmations and tracking updates, potentially affecting their overall satisfaction and trust in our brands. The manual process required to update Homeria separately not only increases the workload for support staff but also introduces the risk of human error, leading to inconsistent customer data across our platforms.
❔ Expected Outcome
To address the issue of inefficient email synchronization between the Support Tool and the Homeria Delivery Management Platform, we propose developing an automated synchronization feature using API integration. This feature will ensure that any email address updates made in the Support Tool are automatically propagated to the Homeria system in real-time.
Key Features:
API Integration with Homeria Endpoint: Implement an API call to the new endpoint provided by Homeria, triggered whenever an email address is updated in the Support Tool.
Real-time Data Propagation: Ensure that email changes are reflected immediately, reducing delays in communication and improving the customer experience.
Error Handling and Logging: Implement robust error handling and logging mechanisms to capture any issues during the synchronization process, enabling quick troubleshooting and minimizing data inconsistency.
Security: Ensure that the data transfer between systems is secure and complies with data protection regulations.
Business Impact:
Enhanced Customer Satisfaction: By ensuring timely delivery of order confirmations and tracking updates, customers will experience improved communication and reliability.
Operational Efficiency: Reducing manual updates will free up support staff to focus on more critical tasks, improving overall productivity.
Data Consistency: Minimizing the risk of human error will lead to more consistent and reliable customer data across platforms.
Strategic Alignment: This solution aligns with our strategic goals of leveraging technology to improve operational efficiency and customer experience.
❓ Open questions
When can we have integrated tests with Homeria’s new endpoint?
Why does Homeria need the User email?
What about other profile information? Is it already integrated?
What are the tech specs for the new endpoint
Required data is: current email, new email, brand, and country. API contract to be confirmed.
Where is the new email update feature in AdminTool? Flow documentation?
Q: Who are the contacts to discuss Homeria?
Ana Soler.
📈 Success Metrics
Metric Title | How to Measure: | Success Criteria: |
|---|---|---|
Error Rate | Monitor the number of errors encountered during the synchronization process. | Maintain an error rate below a specified threshold, e.g., less than 1%. |
Support Staff Productivity | Measure the reduction in manual workload for support staff. | Achieve a significant reduction in manual email updates, freeing up support staff time. |
Data Consistency | Evaluate the consistency of customer data across both systems post-implementation. | Ensure data consistency is maintained in over 99% of cases. |
API Performance Metrics | Analyze API response times and success rates. | Ensure API response times are within acceptable limits and success rates are high. |
Insights
1️⃣ Stakeholder Interviews
[Document here the main insights from interview if applicable]
2️⃣ Analytics
[Document here the main insights from analytics if applicable]
3️⃣ User Research
[Document here the main insights from research if applicable]
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