GENERATING A LEAD
SIMPLIFYING A PAINFUL PROCESS
When British Gas engineers book an appointment / generate a lead / up- sell, they currently have to phone a call centre to log the lead. This can take up to an hour - creating frustration for the customer and engineer.
Engineer and call centre interviews
Process Flows / Decision trees
Lab and field testing
Analytics implementation and review
A painful and lengthy 30 - 60 min process for customer and engineer was simplified to 2 minutes. Engineers can self-serve removing reliance on call centres. The initial PoC proved so successful that it was quickly scaled from 100 engineers to 8000.
"Manuel had lots of good ideas on how to improve the user experience by making it simpler and logical without making it more costly to build"