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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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