Customer Service Process Flow Analysis and Improvement

During a one-year contract with this large software company, I partnered with my primary stakeholder to analyze existing process customer service support flows across multiple internal and external organizations, and design measurable flow improvements. Stakeholders fielded all calls into the company 800 number globally across all product lines, languages, and regions. The main divisions of this work included routing calls to the right call center (interactive queue routing, or IQR) and the coordination of recorded messages associated with all calls (interactive voice response, or IVR). An additional project entailed the new dashboard call center agents would be adopting. The formalizing and fine-tuning of flows and procedures were necessary after the company had made full-scale migration of operations to the cloud.

The division is responsible for a massive global customer support effort for all company products. Third party customer service and software solutions had to work seamlessly with internal resources to handle customer service requests and improve the system simultaneously.

I conducted interviews with all impacted internal and external stakeholders around a given process. In one case I worked with a retiring SME to design a formalized internal software handoff process for large scale change requests. In another I went through ticket requests from third party users of a system for help and improvement requests to streamline the intake process.

For large scale internal software change requests, I interviewed stakeholders and built a specialized intake form in MS Forms that automatically exported directly to Azure Devops to create work items already populated with key information needed to swiftly assess and expedite intake requests.

This was a challenging contract outside of my normal envelope, and I thoroughly enjoyed the work and working with my primary stakeholder.