Adapting to changes. Improving the customer journey.
Context
In response to a demand for faster, more accurate digital updates during the high-stakes 2022 World Cup, I developed a streamlined system.
That system significantly reduced error rates and increased the speed of change implementation for our Middle Eastern franchisee in Qatar.
The franchisee’s frequent promotions and updates required swift modifications across the eCommerce website, mobile app, and POS (point-of-sale) system to ensure seamless integration and customer satisfaction.
However, the existing process averaged a two-week turnaround and was error-prone, leading to miscommunication and inefficiencies that disrupted online orders at store level.
Project Approach
How did I identify the root causes of the inefficiencies in the existing system?
The first step was to conduct a thorough analysis of the existing service request flow across digital and in-store systems.
I mapped out the current architecture to understand each phase where delays and errors occurred.
This revealed several critical issues:
Lack of Detailed Information: Requests from the franchisee often lacked necessary details such as translations, images, and pricing specifics.
Uncoordinated Workflows: Separate, unaligned workflows across digital and POS teams led to inconsistent processing.
No Tracking Mechanism: There was no system to track the progress or status of service requests.
Inadequate Training: Digital and POS agents weren’t uniformly trained, resulting in inconsistent updates across systems.
What approach did we take to create a more efficient, coordinated workflow?
Armed with these insights, I developed a comprehensive project requirements document that addressed each pain point.
The solution included creating a streamlined, standardised workflow to unify the digital and POS teams, reduce error rates, and improve response times.
Key features of the new system included:
- Structured Request Documentation: Implemented a standardised form that required all necessary details (e.g., translations, pricing, images) to be provided upfront by the franchisee, minimising delays due to incomplete information.
- Unified Workflow Coordination: Established a cohesive workflow linking digital and POS teams, enabling them to work in sync.
- Service Request Tracking: Developed a tracking system to manage and monitor each request’s status and progress, providing transparency to all stakeholders.
- Comprehensive Training Program: Instituted training sessions for digital and POS agents to ensure they understood the updated process, improving consistency and reducing errors.
How did we ensure the new system was effective and user-friendly?
Once the new workflow was designed, I created a detailed project plan to implement the system in phases, including internal testing to confirm functionality and ease of use.
After successful testing, the new system was launched with clear documentation and support resources for the franchisee team.
Additionally, I maintained close communication with all stakeholders to provide ongoing support and gather feedback to fine-tune the process as needed.
The new system reduced the average change implementation time by 10 days, decreased error rates by 80%, and enhanced franchisee satisfaction by enabling more agile and reliable support during high-demand periods like the 2022 World Cup.
Key Performance Indicators
Change Implementation Speed: Reduced average implementation time from two weeks to X days, allowing for rapid response to market demands.
Error Rate Reduction: Achieved a significant decrease in errors, ensuring online orders and promotions worked seamlessly across digital and in-store systems.
Franchisee Satisfaction: Improved franchisee relations through increased reliability and responsiveness in service.
Skills and Methodologies Used
Stakeholder Management: Coordinated between franchisee, digital, and POS teams to align objectives and establish a unified process.
Project Planning and Documentation: Developed clear project requirements and timelines to ensure all teams understood the new system’s structure and goals.
Process Optimisation and Standardisation: Implemented Lean principles to eliminate inefficiencies and standardise workflows across multiple channels.
Training and Knowledge Transfer: Facilitated training for digital and POS agents, ensuring consistent and accurate implementation of changes.
