Sent to the Branch
The branch visits your app caused: first in app reviews, then the queue.
The job
Shows, from public map and app store reviews, which branch visits a digital failure caused, which task and app version caused them, and how rivals compare. Alerts the digital owner, checks each release for branch spillover and confirms fixes when reviews go quiet.
The moment
The head of the branch network expected a league table of queues. Instead, the map lights up 37 branches in blue: 18% of branch reviews this quarter start with the app, against 6% at the rival.
The head taps the task "Updating ID after renewal" and presses play. Version 7.4 lands on 2 July, and from 6 July blue rings spread across the capital, then two more cities.
The point lands: the bank is staffing tellers for a bug. The release check marks version 7.4 as failed.
After version 7.6 ships, the rings collapse. App store complaints about ID fall 71% and branch mentions fall 64%, while the rival's spillover stays flat.
What it does
- Send the digital owner the task, version, ripple and verbatims
- Tell the branch network head which queue causes are digital
- Pre-register the fix and both baselines
- Pre-register the next release's gate threshold
- Draft review replies pointing to the fixed process
- Post a care reply on a public review
- File the bug on the product board
What you see
A branch map grey by default with a blue 'sent by the app' layer, a ripple that spreads across cities after a bad version and collapses after the fix, and a release gate.
What it moves
The share of branch reviews that mention a digital channel, compared with rivals, and the share of releases that pass the branch spillover check.
Built for
- CX leaders & VoC
- Branch, store & field managers
- Product & digital
- Operations
