GENERATING A LEAD

SIMPLIFYING A PAINFUL PROCESS

PROBLEM

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.

APPROACH

  • Engineer and call centre interviews

  • Sketching workshop

  • Process Flows / Decision trees

  • Competitor analysis

  • Prototype Design

  • Lab and field testing

  • Analytics implementation and review

OUTCOME

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.

CLIENT RESPONSE

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"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"

Tim Green - Product Owner - Employee Experience Consultant at Centrica

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