SaveDesk
SaveDesk
How might we allow American Home Shield customer service retention agents to generate cancellation letters and reduce errors through technology automation and cloud-based data?
Insight
American Home Shield needed to reduce the significant amount of time and error-prone process it takes to create cancelation letters. Early observations and interviews provided us with the knowledge and empathy that the customer service retention agents were working with outdated technologies that were no longer supported. Much of the pre-generation of these cancelation letters involved time-demanding and unnecessary pen-and-paper tasks that simple modern technology could solve. The applications were isolated to individuals’ work PCs and could not communicate through digital networks or the cloud-based data ServiceMaster had created.
Concept
An accurate and reliable system that supports and assists users on any digital device to automate much of the pre-processing. This web application now allows customer retention agents to focus on tasks that need human interaction and produce less error-prone cancelation letters that could also be accessed and retained within the customer data stored in the cloud.
Solution
This micro-application allowed our customer retention agents to participate in simple Design Discovery activities and short Design Thinking exercises. Leveraging the UI with Material Design principles, the application was simple to use, easy to understand, and very effective in reducing time on task and errors in generating cancelation letters.
Click Through the Axure RP prototype:http://nadzgk.axshare.com