SN Digital Ideas Portal
As a customer I want to be able to troubleshoot online for my specific product and be guided to the right solution, purchase a part online needed with my warranty proration applied, and have the choice to self install or have a service visit do the installation.
| Requested Go-Live Date | Jan 1, 2024 |
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Opportunity / Problem
Customers are unable to have a full self service experience online from troubleshooting through warranty replacement and service visit set up. We'd like to advance our self service roadmap by building an end to end warranty replacement online experience. |
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Performance Goals & Measurements
Advance self service for a better customer experience. Reduce contact volume Reduce non mattress stops |
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| Strategic Imperatives | Frictionless Customer Journey |
| Quarterly Focus | Q4 - Online Self-Service |
| Business Impact | High Impact = >$1M |
| Estimated Dev Effort | High |
