Challenge: When clients would call for support overnight many calls were not being immediately passed to the proper support personal by the overnight call center due to lack of information or errors in communication. This resulted in loss of product production and revenue for the mill as well as displacing the production schedule.

Solution: Working with subject matter experts, I determined that a customized infographic targeting key details needed to properly diagnose the issue and communicate the effect it was having on production was needed. The infographic was developed to present to clients to ensure they gave the proper information to the call center to expedite their issue. Through the development process we were also able to incorporate a protocol that allows the support staff to triage issues and support customers in a timely manner.

Results: Better communication has resulted in $1,000,000+ in revenue by decreasing the amount of downtime due to unresolved issues. Customers are now clearly communicating issues and the effect it is having on their mill resulting in targeted support and faster support timelines. This communication tool has also increased customer satisfaction with product support.