Today we went live with our new customer services system.

It’s a very Kanban-ish with all the tickets visible, each ticket having a status and states to move through (open, waiting & resolved), each ticket having an owner which means only one person can work on it at any time, and tickets having an SLA which serves to limit the work in progress.

The new system will help the eight people across three sites involved in customer services to be more coordinated in how they help customers and achieve our principles:

  • Shared: We all work together to give the customer the best experience of the BHF. Customer experience is everyone’s responsibility.
  • Speed: We want to provide the fastest route to resolution for the customer.
  • Satisfaction: We want the customer to feel satisfied with the resolution, keep the relationship intact and maintaining the reputation of the BHF.