Ping-Pong Table
Replay a real customer's bounces, sign the treaty, and watch the rally end.
The job
Finds the loops where customers get bounced between departments, branches or partners, gives each loop an owner and a rule for who handles the first contact, and proves the bouncing gets shorter.
The moment
A real patient's journey is replayed as a ping-pong rally. The ball bounces seven times between radiology, the insurance office and the orthopaedic clinic.
The 64-year-old patient's words appear: "three days, four desks, nobody owns me".
Both department heads agree a new rule in the meeting for who handles the first contact. The replay runs again under the new rule, and the ball stops after one hit.
Six weeks later, the live scoreboard confirms it: the average rally is down from 3.4 hits to 1.2.
What it does
- Replay a rally
- Propose treaty
- Sign treaty
- Roll out the first-touch rule
- Send rally card
- Drill quotes
What you see
Animated ping-pong table with rally replays, a simulated replay under the new rule, and a scoreboard; the before-and-after rally card travels by WhatsApp
What it moves
The average number of desks a customer visits before their issue is resolved, per cause, and the monthly contacts caused by bouncing, priced in dollars.
Built for
- Operations
- Branch, store & field managers
- Finance
- Partners & ecosystem
