The lack of visibility into the processing status of tasks was a key issue for employees involved in certain processing processes. Uncertainty about the duration of processing, the type of processing, and missing documents often led to inquiries to the internal service team.
This created extra work for employees and prevented them from focusing on their core activities. The result was potential lost revenue and reduced quality of service to customers.
As a first step, we collected, documented, and analyzed all the people, processes, and systems involved in the task. For the subsequent solution concept, we used an agile MVP approach in order to support the employees involved in the tasks as quickly as possible.
The developed solution ideas were further refined with a group of selected core users. Based on this, prototypes were created and evaluated by the core users. Based on this feedback, an implementable solution was selected.
We have developed an initial processing status display that allows people involved in the task to access information about the type of processing. It determines whether a task needs to be handled manually by the internal service team or can be handled automatically.
With this information, agents can avoid asking the internal service team for tasks that can be handled automatically, respond more accurately to customers, and focus on their core responsibilities. The result is improved service quality and increased revenue.