Inheritance Ledger
Win a programme, inherit its open promises, and keep them from day one.
The job
When a programme changes hands through a vendor change, merger, combining of business units or CRM move, finds every open promise and unwritten answer the previous team left behind. Keeps those promises before customers chase, then serves as the programme's permanent record of promises.
The moment
A client moves its customer service programme to a new outsourcing vendor. The promises the old team left open are gathered into a ledger, like an estate passed on in a will.
On switchover morning, the client's head of CX approves the first wave. The first inherited promise due that day goes out as a WhatsApp message from the new vendor while the head of CX is still in the room.
A week later, repeat contacts from the inherited customers are well below the level seen at the last transition.
What it does
- Approve the first wave of inherited promises
- Update a promise's status
- Send unwritten answers to trainers
- Log a new promise from a live call
- Open the source call
What you see
Promise ledger opened on switchover morning, with a promise calendar
What it moves
Inherited promises kept by their due date, and repeat contacts from inherited customers in weeks 1 to 2, compared with the previous transition.
Built for
- CX leaders & VoC
- QA, training & knowledge
