Limbo Carousel
Every case of missing money keeps circling until the customer confirms it arrived.
The job
Turns every complaint about money a customer can't see into a tracked case with an amount, payment route, owner and regulator deadline. Closes it only when the customer confirms the money arrived, so no case misses the deadline and the regulator gets proof.
The moment
Each complaint about missing money is shown as a suitcase on a baggage carousel, tagged with its payment route and days waiting. It keeps circling until the customer says the money arrived.
The CFO moves all the bank transfer cases to be chased and approves one batch.
A sped-up replay of the afternoon shows suitcases dropping off as customers confirm on WhatsApp that the money arrived. The total stuck falls from $4.1 million to $2.6 million.
One red suitcase comes back round after a customer answers no.
What it does
- Chase a rail lane
- Tell the customer where their money is
- Ask "did it arrive?"
- Reverse, credit or pause an installment
- Reopen a case
- Prepare the regulator pack
What you see
A baggage-carousel wall (one suitcase per case, tagged by rail, leg and business days), with a phone-first case card and a sped-up batch replay
What it moves
The dollars stuck in limbo, the median business days until the customer confirms the money arrived, and regulator deadline breaches per month (target zero).
Built for
- CX leaders & VoC
- Operations
- Finance
- Regulators & auditors
