Care Passport
Declare your need once; every desk, bot and crew honours it.
The job
Makes declared needs, from wheelchairs to interpreters, follow the customer everywhere. It catches each touchpoint that ignored a need, puts it right on the customer's own channel, records needs customers described but never declared, and scores each station on promises kept.
The moment
Each customer's declared needs are kept in a passport styled like a boarding pass. A deaf customer's review says it is the third time they called instead of texting.
The passport shows "text only" declared since 2024, with three broken-promise stamps from three different teams.
That afternoon the calling rule is changed and the customer gets an apology by text. The next contact arrives by text, and a stamp marking the need as honoured appears on screen and in the customer's WhatsApp.
A month later, the passport's record shows 0 calls to text-only customers.
What it does
- Record a stamp or break
- Send the break to its owner
- Make good on the preferred channel
- Send the customer her passport
- Invite to the register
- Send the monthly league to the regulator
What you see
Boarding-pass-style passport per need with HONOURED and BROKEN stamps, a station promise league, and a passport the customer can receive on WhatsApp
What it moves
The share of contacts with customers who declared a need where the promise was kept, per station; repeat breaks for the same customer and need (target 0); and undeclared needs added to the register.
Built for
- Branch, store & field managers
- Regulators & auditors
