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Cellular Case - Coggle Diagram
Cellular Case
Issues
Over Billing
Poor Customer Support
Number Portability
Network Reliability
The Problems
Customer Cart doesn't show promo pricing
Call customer service
Marketing campaign not ended on time (6/1)
Customer Service would honor incorrect price
CS email new link to order form
Customer re-entered all info
3 Addresses: Shipping, Delivery, Service
Service & billing addresses can't be different
Get PH# in old state than change
Pricing wouldn't show correctly
CS would issue credit to bill
After new phone arrive
1st Call Back
CS couldn't find 1st CS rep
Requested proof of advertisement
Unfamiliar with situation
2nd Call Back
Issued credit for pricing adjustment
Couldn't do relocation - transferred to reloc dept.
1 more item...
Took 70 Minutes
Took 10 minutes
Cart empty but registered as full
Customer service had to clear non-existent order
Billing
Welcome Email
1st Invoice = $49.32 (amount computation unclear)
Recurring Billing = $39.99 (no discount for corporate customer)
No indication of peripherals (which was in order confirmation)
Car Charger
Carrying Case
Multiple Accounts
Prior State
Mailed Invoice
Amount prorated
Not by activation date
Prorated by Device Expected Delivery Date
Had phone credit
Showed discount
New State
2nd Invoice
No corporate discuount
No credit
Full month billing
Device activated in 3rd week of month
Resolution Attempts
Called CS
Wait was 10 Minutes
Tried online help
Only simple questions
Emailed
After searching for 30+ minutes
Limited # of characters
Time limited
Email timed out
Could not be retrieved
Solutions
Technology
Systems
Accounting
Pricing Managment
Service Management
Included in Service Marketing Plans
Inventory Managment
Included in Device Marketing Plans
Arrangements
BYoD
Corporate
Partners
Employees
Adjustments
Discounts
Auto-applied from marketing
Credits
Auto-approve below thresholds
Special
Marketing
Campaign Management System
Campaigns
Start/End Date
Auto Expiry
Communications
Website Banner Source
Notifications
Emails
Sourcing
Inventory/Plan Management
Customer Account Info
Customer Management
Customer Type
Customer Specific Offers
New
Transfer In
Brand
Existing
Transactions
Accounts
Creation
Transfers
Order Processing
Transactions
Cart
Update Immediately
Terminate
Clear all items
Navigate off site
Save on Navigate
Non-Transactions
Comparison Tool
Reminders
Login for specific
Pricing Offers
Plan Options
Device Deals
Pricing
Based on Campaigns
Show full retail
Show Discount Given
Customer Specific Pricing Shown
Show Updated Pricing
Separate Addresses
Service
Delivery
Billing
Billing
From Device Activation Date
With Monthly Charges
Show charge types/reasons
Activation
Service
Plan
Taxes
Recurring Discounts
Customer
Corporate
Etc.
Service
Access to all
Devices
View Only
Plans
View Only
Marketing
View Only
Customer Account
Edit
Perform
With Consent
Add Plans
Edit Customer Info
Change
Perform Customer Order
Add Devices
Disclose Fees
Improve FAQs
Chat Bot
Transfer to human
Auto-update based on CS resolutions
Feedback
Ratings
Surveys
People
Training
Thresholds
Supervision
Escalate on Call
Calls
Online Chat
Process
CS Can
Look Up
All
Perform
Orders
Account
Transfers
Changes
Fee/Charge Override
Within Threshold
Execellence
Employee Relationships
Union Employer