Last week, we celebrated the successful go-live of our latest project, Customer Experience (CX) Connection – Ideation Module and Service Portal for Optus.
The project timeline was a quick turn around, a technical go-live of 4 weeks from kickoff, with a campus Launch 2 weeks thereafter.
Since launching in December, the Optus CX Connection team received >740 submissions in CX Connection. The high demand meant that they outgrew their Medallia Survey platform and had the need to automate a lot of the manual responses and e-mails sent. In order to do this efficiently, the Service Now Ideas portal was implemented, which allowed for the process to be streamlined, whilst making it engaging and easy for people to provide feedback.
The new platform has a variety of enhanced features including:
- The ability for anyone to see pain points already raised
- Upvoting particular pain points to help the CX team identify the biggest opportunities
- Improved workflow to reduce admin so more time can be spent on resolving issues
- Integration with single sign-on
Critical Success Factors
Some of the project critical success factors:
- Timeline to Launch
- Engaging and well-branded portal
- Organisational Transition (Training, Launch)
Praise for the Enable Team
” Meg Santos, Principle at Enable, has been my main point of contact during the Service Now implementation. Meg took time to understand what we needed the platform for and was able to tailor the platform to our needs. She has been extremely responsive, fast to implement and always takes on last-minute requests with no problems.
Having worked with multiple vendors across my time here at Optus, Enable has by far, been the best vendors I have worked with. I would happily recommend them (and have recommended them to other teams across Optus), and have no hesitations working with them again in the future.”
Sumeyra Ulker, Associate Director, Customer Experience Optimisation
Business Project Manager