⏮️ Context
What is the context and status quo of the opportunity
🎯 Problem Statement
Problem Statement: Inconsistent Customer Contact Information During Support
When an order is placed on the RBI B2C Platform, users have the option to provide a phone number that is different from the one registered in their profile. This alternative phone number, set at the time of ordering, is not currently displayed in the Admin Tool. Consequently, if a user requires support via the provided order-specific phone number, the support team cannot access this information, leading to potential communication breakdowns and delayed resolutions. This gap significantly impacts customer satisfaction and operational efficiency, as the support team may struggle to reach customers promptly using the appropriate contact information.
❔ Expected Outcome
To address the identified problem, the proposed solution is to enhance the Admin Tool by integrating a new feature to display order-specific contact information. This enhancement will ensure that any phone number provided at the time of placing an order is accessible to the support team. The solution will involve the following steps:
Data Integration: Modify the order processing workflow to include the order-specific phone number in the backend database. Ensure that data shown in the Admin Tool is linked to the corresponding order records.
Dual-Contact Display: Add fields within the Admin Tool to show both profile and order-specific phone numbers side-by-side for each order entry. This enhancement will make it easier for support agents to quickly access the correct contact information during customer interactions.
Notify Operator: Implement an alert system that notifies support agents when an order-specific phone number differs from the profile number. This will prevent agents from overlooking this crucial piece of information.
Business Impact:
Enhanced Communication: By having access to both contact numbers, support teams can choose the most appropriate number to reach the customer, improving communication reliability.
Operational Efficiency: Support teams will be able to resolve issues more quickly and efficiently, reducing the average handling time for support cases.
Higher Customer Retention: Efficient resolution of support issues can lead to higher customer retention and loyalty.
Strategic Alignment: This solution aligns with RBI’s strategic goal of providing high-quality customer service and enhancing the overall user experience on the B2C platform.
❓ Open questions
📈 Success Metrics
Metric Title | How to Measure: | Success Criteria: |
|---|---|---|
Average Handling Time (AHT) | Measure the average time taken to resolve a customer support case. | A reduction in AHT, showing that support cases are being resolved more efficiently. |
Insights
1️⃣ Stakeholder Interviews
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2️⃣ Analytics
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3️⃣ User Research
[Document here the main insights from research if applicable]
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