Hello, I’m Claire Carroll. My teams speak to thousands of our members and customers every day in our member and customer contact centre.
One of the most common calls to our stores and our customer care team is whether or not a particular product is stocked in a store. Our stores stock slightly different products because:
- they are different sizes
- customers in different locations have different needs
When we get calls about what products are in a particular store, it takes the team a little time to find the answer. Advisers needed to look in a few different places for the information. The system we used was clunky, taking around 10 minutes to locate a store. Knowing it would take too long, advisers would often tell customers that they would need to call customers back. This was a poor experience for our members, customers and colleagues.
A few months ago, with their service design partner UsTwo, the digital team began a discovery with our Food business to choose 3 alpha projects.
One of the chosen alphas was Product Range Finder. The alpha project was to build a simple prototype, allowing my team to have a single tool to use when answering queries on product range, and to see if this tool improved our efficiency and experience.
The new prototype is much easier to use than the old system and provides more information. For example, it tells customers how many stores stock a particular product, and how many of those stores are in a 15 mile radius from them.
We receive 200 queries a month about finding product ranges. The prototype saves us approximately 10 minutes on each one. This equates to an extra 7 hours a week.
We’ve found this prototype so invaluable that we requested changes are done out of hours. We didn’t want any down time during the day.
My team’s enjoyed working as part of the product team to test the prototype and suggest improvements. The advisors have loved being the experts and have been amazed how quickly their feedback has led to improvements to the system.
Next for the product team is the beta phase. They’ll make a technically sound, scalable version of the prototype. They’ll make sure the the data feeds are right, look at adding availability information, and take some steps towards making the tool customer facing.
Head of Member & Customer Services