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Problem: Customer requests need to be honored across touch points and reflected everywhere.
I want to get emails from you 1x per week, however... the call center agent couldn't help me.
The User: Carley the Customer
Problem: Consultants don't have a way to manage customer requests on their own. They are uncertain who to call.
I want to help Carley, but there isn't anything I can do but call someone in IT or customer information management (New Accts)
The User: Steve the Sales Consultant
Problem: Info needs to be centrally stored and easily accessible.
The User: Torrey the Circulation/Segmentation Specialist with Grady the Great
I need to align messages to customers but that's hard to do when I don't know who wants what topic or which channel I can use.
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