Interview Story - Overcame Challenge

I was working as a Technical Project Manager for our ConsumerTech CRM application. This CRM application is used by the ConsumerTech Contact Center agents across the globe to serve the ConsumerTech Customers. It is a multi-channel application supporting Voice, Chat and Email channels. It is used by around 75,000 agents and over a million transactions are created per day.

The Business team/Product Owner approached me with a problem. A ConsumerTech customer can contact multiple channels to solve their issue. A few of them being ConsumerTech Stores, Retail stories (like Best Buy), can self-solve the issue by using Customer support sites or approach the Contact Center (the CRM application I work on). Every time the customer approached these channels there was no continuity with respect to the issue faced. The information didn’t transfer.


A new transaction is created at every channel for the same Customer’s Product. This created a lot of duplication of transactions. And the Customer would feel lost.

Prior to my engagement, the Product Owner came up with the approach to create a Trail/Journey of the Customer when he approaches our Contact Center application. But this approach didn’t work. There was no feasible way to solve this within our CRM application. There was no integration system which could provide us this data of the Customer Journey.

Stuck, the team approached me to help find the solution. I joined a series of meetings discussing the requirements and potential approaches but was not leading to any conclusion.

I then approached this problem by first understanding the customer’s experience and touchpoint within the system. I created the data (transactions within the different channels for a particular customer and his associated product. I analyzed the data through Splunk and took up the additional task of updating these transactions across channels.

As I reviewed this data, I realized that all the transactions after processing would reside in the audit system. This system should be able to connect the customer interactions together.

I approached the Audit system team and explained my project. They helped me to query their tables and provide the data. This consisted of channel mapping against the different transactions.

I went back to the business team with this data and explained how the audit system could solve this problem. I asked them to involve the audit team on this project. They signed on, and we designed the solution that we would ask from Audit.

I then requested the Audit team provide a service to generate a list of transactions against a particular Customer across channels and group them by similar issue over a period of 90 days. The Audit team delivered the service in just 6 weeks.

This solution provided a very high Business value and helped the advisors serve the Customers seamlessly. This also created high Customer Satisfaction thus increasing the ConsumerTechCare profit by 5%.