SN Digital Ideas Portal
We are improving our CX by sending timeframes to customers earlier (today it is 2 days before delivery date), to enable customers a better experience and to provide a window for them to reschedule before we ship product out, resulting in waste in our supply chain.
We need the timeframe to be consistent on web with our communications. We also need to ensure we have appropriate language that sets expectations with our customers on when we will provide timeframe throughout the web experience (scheduling, rescheduling, online order details, etc).
| Requested Go-Live Date | Jun 20, 2023 |
| If date provided, please include any activations/initiatives/milestones associated with launch | Siebel June Release (target launch date of new cx comms experience) |
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Opportunity / Problem
Customers do not receive time frame until 2 days before delivery today. Upon timeframe, we see a spike in customer reschedules when timeframe doesn't work for them. 65% of the time, our product has already shipped before the reschedule, driving cost in shipping, lost and damaged product and RTS processing. We want to reduce shipments overall by communicating earlier at every touchpoint, including web. |
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Performance Goals & Measurements
Improved customer experience > earlier customer driven reschedules (before product shipment), reduced shipping expense (~$330K annually is current estimate of savings). Like or better contact volume - "What's my timeframe." |
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| Strategic Imperatives | Frictionless Customer Journey |
| Quarterly Focus | Q4 - Online Self-Service |
| Business Impact | Med Impact = >$100K |
