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Cellular Inc, Project System - Coggle Diagram
Cellular Inc
Background
$50 Billion Revenue
Founded in early 2000s
Over 50 million subscribers
Removed from NY Better Business Bureau
Too many complaints
Handled Poorly
74,200 Employees
Case
Customer Need
New Phone
New Phone Number
Corporate Partner Employee Discount
Expectations
Reliable Billing
Straightforward Process
Partial Day Process
Reliable Provider
Relocation Accomdation
Walkthrough
Purchase iGizmo
$124.99
PROBLEM
Incorrect price in cart
Customer Solution
Instant Message Customer Support
PROBLEM
1 more item...
Debbie S suggests calling Customer Service
2 more items...
PROBLEM
Online order application error
2-Year Contract
Activation
Project System
Website
Who
Marketing
IT
Ordering
Address Fields
Shipping
Billing
Service delivery
Order verification
Final verification after customer inputs payment info
Customer account created after
Crediting for errors
Order Complete?
Credit to guest account
Order incomplete?
Credit to credit card
Phone shipment
System is connected to shipping provider
Notes that phone has been shipped
If no activity Customer rep reaches out in 2 days to confirm
Customer support number deals specifically with activation
Guest rep should have all notes specific to a customer
empowered to
Change phone numbers
Send SIM cards
SIM Cards already tied to a customer's phone
Billing
Automated system
Paper bill
Digital Bill available online
Only one billing account per phone number
Guest Recovery
Live Chat
Guest option to email chat history to self
Contact Us
Brief description 300 characters or less
Customer Rep
Empowered to
Order for guest
make guest happy
Provide promotion code
Resolve their issues
Notes REQUIRED
Include
guest personal info
call-back #
Guest email
Purpose
Any rep can help