The challenge
A second service organisation had grown faster than the platform underneath it. Context was being lost in the gaps between tools, and the teams were compensating by asking customers to repeat themselves.
The approach
The context layer was rebuilt against this organisation own channels and knowledge sources. The shape of the solution stayed the same, which meant the hard questions about routing and handover had largely been answered already.
- Context layer rebuilt on local channels and knowledge
- Routing model carried across unchanged
- Escalation paths defined with the local teams
What changed
The second platform reached a working state in a fraction of the time the first took, because the design had already survived contact with a real service operation.