comcast
Comcast’s internal-facing tool, Einstein 360, was used to help agents give a better customer experience by helping report outages, hardware issues or if a service tech was needed.
The Objective
Our goal was to give customer service agents the ability to add a new “trouble call” manually to an existing ticket.
The benefit
We saw the important of doing this to avoid friction for the agent having to cancel an existing ticket to then re-submit a new one while speaking to the customer.
Jefferson Health
Before my transition to Jefferson Health’s Digital Marketing team, I was part of the Dice Group which stood for Digital Innovation and Consumer Experience.
The Objective
One of the challenges we faced involved the process employees, students and affiliates had to follow to purchase a monthly parking pass. The original system was entirely manual—requiring individuals to drive to the Center City Philadelphia, pay for parking, walk to the bookstore, complete paperwork, and then pay for the pass.
Current process
Suggested Process
The benefit
In the first phase of the project, our goal was to cut down the time people spent at the bookstore. Since we didn’t yet have a paywall system, we made the process faster by pre-filling users’ information before they arrived, helping to eliminate unnecessary wait times. We decided to move forward with Qualtrix to have all of the users data stored for the team handling the parking garages.
The benefit
In the first phase of the project, our goal was to cut down the time people spent at the bookstore. Since we didn’t yet have a paywall system, we made the process faster by pre-filling users’ information before they arrived, helping to eliminate unnecessary wait times. We decided to move forward with Qualtrix to have all of the users data stored for the team handling the parking garages.