GlobeComm
GlobeComm (name is representational) is one of the largest networking companies in the world. GlobeComm had three separate applications for its replacement and warranty process, which were handled in the legacy system of PEGA. The company wanted to combine these applications into a single platform, Salesforce, to increase transparency between teams and optimize the process, ensuring faster and smoother resolution of requests.
I designed a platform to unify the request handling and logistics applications to create a unified experience, which was highly appreciated by the client and the Business Architect of GlobeComm. The outcome resulted in a significant reduction in the time taken to resolve requests, with greater transparency between teams.
Challenges
The process of mapping the related objects to each other was very research heavy and required accurate processes to make sure no steps were skipped.
GlobeComm had exception processes in word documents for clients in 75 countries and 3 levels, which had be converted into workflows for the users.
My Role
This project was a great opportunity to research, integrate, and optimize complex systems. I worked closely with the business architect to understand the flows and lay the groundwork for future development. I mapped the lot about simplifying complex systems.
Date & Duration:
/ Mar'2023 / 10months
Project Tags
/ Supply Chain
/ User Research
/ Work flow Optimization
Solution
The Foundation
/ The screen layout was finalized according to the Lightning design system. This ensures that the screens are consistent and easy to use.
/ The information on each object was filtered and categorized. This makes it easier for users to find the information they need.
/ Actions and recommendations were added to certain objects. This helps users to perform critical tasks and resolve requests easily.
Agent Dashboards
/ Shows the umber of open requests, type of requests, priority of requests.
/ Helps agents to prioritize their work and plan their day.
Team Lead Dashboards
/ Shows the number of open requests, number of requests per agent, average time to resolve a request.
/ Helps team leads to track the progress of requests and identify any areas where there may be bottlenecks
Exception Flows
/ Requests that do not follow the standard process were broken down into smaller steps. This made it easier for users to follow the process and ensure that all of the necessary steps were taken.
/ The new system is more robust because it is easier to follow and there is a record of the actions taken. This ensures faster resolution with fewer escalations.
Outcomes
Designs for faster and more transparent order management and exception handling.
The designs I created with the business architect made the whole process faster and more transparent across different teams by:
Having an unified platform for order management and exception handling.
Easy and streamlined distribution of work through insightful dashboards.
Guided flows for exception handling, with Action & Recommendations.