SaveDesk

American Home Shield needed to significantly reduce the substantial time and error-prone nature of generating cancellation letters by its customer service retention agents. Agents were operating with outdated, unsupported technologies, relying heavily on time-demanding, manual pen-and-paper tasks for pre-generating these critical letters. Furthermore, existing applications were isolated on individual PCs, lacking digital network or cloud communication, pointing to fundamental issues of inefficiency and a lack of interconnectedness in a crucial customer retention process.

Our approach forged a clear path towards creating an accurate and reliable web application, accessible on any digital device, designed to automate much of the pre-processing involved in cancellation letters. The concept aimed to empower agents to concentrate on tasks truly requiring human interaction, thereby producing fewer errors, with the added benefit of data being securely accessible and retained within the customer data stored in the cloud. Customer retention agents were actively engaged in simple Design Discovery activities and short Design Thinking exercises, ensuring their voices were heard. The UI was meticulously crafted leveraging Material Design principles, ensuring it was simple to use, easy to understand, and highly effective. This project underscored a deeply human-centered and resourceful approach to automating repetitive, high-volume tasks, significantly improving agent efficiency and accuracy. An Axure RP prototype served as a key deliverable.

This micro-application proved to be a significant blaze marker, being simple to use, easy to understand, and highly effective in reducing both time spent on task and errors in generating cancellation letters. By moving critical information to cloud-based data, it dramatically improved interconnectedness and diminished reliance on isolated, outdated systems. The project demonstrated how thoughtfully applied technology, guided by Nomadic Design principles, could contribute to operational sustainability and enhanced accuracy within a key business function.