Paid, Still Barred
From 'I paid' to 'my line works': race every payment lane to zero.
The job
Finds customers who paid but whose line stayed cut off, and measures the delay for each payment method. Reconnects them provisionally with approval, fixes the method causing the delay, and prices all the money stuck in limbo.
The moment
Each payment method is shown as a lane, with a dot for every customer who has paid but whose phone line is still cut off.
On the 27th, the bank-transfer lane is a tower of dots: 1,900 customers still cut off 11 hours after paying. Many have called three times, costing $96,000 in repeat contacts.
That week, a change goes live that reconnects paying customers provisionally, with approval.
Next payday the tower clears in 40 minutes, and calls about being cut off after paying fall by 80%.
What it does
- Provisional unbar on proof
- Notify customers
- Open a payment-partner ticket
- Draft the apology
- Record lane verdict
What you see
The Gate: a payday queue of dots per lane melting as lines reopen, with lane stopwatches and a money-in-limbo board
What it moves
The median minutes from payment to reconnection for each payment method on payday, and the dollar cost of repeat contacts caused by money stuck in limbo.
Built for
- Operations
- Partners & ecosystem
- Contact-centre operations
- Finance
