Occasion Keeper
Gifts promised for a moment arrive before it, or the moment is rescued.
The job
Find orders tied to a moment (holiday morning, a mother's birthday, a newborn, a graduation, a family dinner) from the customer's own words, rescue the ones slipping before the moment passes, grade failures by what was lost rather than by ticket count, and tell the sender when the moment was kept.
The moment
17:00 on holiday eve: 83 candles are burning low, one reading first holiday since my father passed, for my mother (shown only on the lead's screen; the wall reads sensitive occasion). One approved batch upgrades 61 orders to express, re-routes 14 to the nearest store and sends 8 digital cards. At 07:40 the sender's phone lights up: Your mother's gift arrived at 07:40, in time for the holiday morning. On the COO's holiday-morning scroll, the moments-missed counter 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 per occasion (gifts delivered after the stated moment), against the same occasion last year.
Built for
- Operations
- CX leaders & VoC
