Occasion Keeper
Gifts promised for a moment arrive before it, or the moment is rescued.
The job
Finds orders tied to a moment, like a holiday morning, birthday, newborn, graduation or family dinner, from the customer's own words. Rescues those slipping before the moment passes, grades failures by what was lost, and tells the sender when the moment was kept.
The moment
At 17:00 on holiday eve, 83 gift orders tied to a special moment are at risk, each shown as a candle burning low.
One reads "first holiday since my father passed, for my mother". Only the team lead's screen shows those words; the wall screen just marks it as a sensitive occasion.
One approved batch upgrades 61 orders to express delivery, reroutes 14 to the nearest store and sends 8 digital cards.
At 07:40 the sender gets a message: the mother's gift arrived in time for holiday morning. The COO's count of missed moments reads 4, against 212 on the same holiday last year.
What it does
- Log a rescue
- Upgrade to express or re-route to a store
- Send a digital card now
- Call the sender
- Send the "moment kept" card
What you see
Candle calendar with a rescue tray, a moments ledger and a holiday-morning scroll that ends in a WhatsApp card.
What it moves
Moments missed for each occasion, meaning gifts delivered after the moment the customer named, compared with the same occasion last year.
Built for
- Operations
- CX leaders & VoC
