“Cost Reduction” – User Story Backlog – Catering “Customer Self-Service”

1. User Story: Enable customers to access their account information online
– Precondition: The customer has an active account with the company and has registered for online access.
– Post condition: The customer can view their account balance, transaction history, and update personal information.
– Potential business benefit: Reduces the need for customers to call customer service for basic account inquiries, resulting in cost savings.
– Processes impacted: Customer service, account management, and data security.
– User Story description: As a customer, I want to be able to access my account information online so that I can easily check my balance, review my transaction history, and update my personal details without having to contact customer service.
– Key Roles Involved: Customer, IT development team, customer service representatives.
– Data Objects description: Account information, transaction history, personal details.
– Key metrics involved: Number of customer service calls related to account inquiries, percentage of customers registered for online access.

2. User Story: Implement a self-service password reset feature
– Precondition: The customer has an active account with the company and has forgotten their password.
– Post condition: The customer can reset their password without the need for assistance from customer service.
– Potential business benefit: Reduces the number of password-related support calls, leading to cost savings.
– Processes impacted: Customer service, account security.
– User Story description: As a customer, I want to be able to reset my password on my own if I forget it, so that I don’t have to contact customer service and wait for assistance.
– Key Roles Involved: Customer, IT development team, customer service representatives.
– Data Objects description: Customer account, password reset information.
– Key metrics involved: Number of password-related support calls, average time to resolve password reset requests.

3. User Story: Enable customers to initiate returns and exchanges online
– Precondition: The customer has purchased a product from the company and wants to return or exchange it.
– Post condition: The customer can initiate a return or exchange request online without the need to contact customer service.
– Potential business benefit: Reduces the workload of customer service representatives and streamlines the returns and exchanges process.
– Processes impacted: Customer service, order fulfillment, inventory management.
– User Story description: As a customer, I want to be able to initiate returns and exchanges online so that I can easily request a return or exchange without having to call customer service or visit a physical store.
– Key Roles Involved: Customer, IT development team, customer service representatives, warehouse personnel.
– Data Objects description: Customer order information, return/exchange request details, inventory levels.
– Key metrics involved: Number of return/exchange requests, average time to process returns/exchanges, customer satisfaction with the returns/exchanges process.

4. User Story: Implement a live chat feature for customer support
– Precondition: The customer needs assistance or has a question related to their account or a product/service.
– Post condition: The customer can engage in a live chat with a customer support representative to get immediate assistance.
– Potential business benefit: Reduces the need for customers to call customer service, leading to cost savings.
– Processes impacted: Customer service, communication channels.
– User Story description: As a customer, I want to be able to engage in a live chat with a customer support representative so that I can get immediate assistance without having to make a phone call or wait for an email response.
– Key Roles Involved: Customer, IT development team, customer service representatives.
– Data Objects description: Customer chat history, customer support tickets.
– Key metrics involved: Number of live chat interactions, average response time in live chat, customer satisfaction with live chat support.

5. User Story: Develop a comprehensive knowledge base for self-service support
– Precondition: The customer needs information or assistance related to a product/service.
– Post condition: The customer can find answers to their questions and troubleshoot issues using the self-service knowledge base.
– Potential business benefit: Reduces the need for customers to contact customer service for basic inquiries, resulting in cost savings.
– Processes impacted: Customer service, content management.
– User Story description: As a customer, I want to be able to access a comprehensive knowledge base that provides answers to common questions and troubleshooting guides, so that I can find the information I need without having to contact customer service.
– Key Roles Involved: Customer, IT development team, content creators.
– Data Objects description: Knowledge base articles, customer search queries.
– Key metrics involved: Number of knowledge base searches, customer satisfaction with knowledge base content.

6. User Story: Implement an automated order tracking system
– Precondition: The customer has placed an order and wants to track its progress.
– Post condition: The customer can track their order status and delivery updates online without contacting customer service.
– Potential business benefit: Reduces the number of order tracking inquiries, leading to cost savings.
– Processes impacted: Customer service, order fulfillment, logistics.
– User Story description: As a customer, I want to be able to track the status of my order and receive delivery updates online, so that I can stay informed without having to call customer service.
– Key Roles Involved: Customer, IT development team, customer service representatives, logistics personnel.
– Data Objects description: Order information, shipping updates, delivery tracking numbers.
– Key metrics involved: Number of order tracking inquiries, average time to deliver orders, customer satisfaction with order tracking process.

7. User Story: Enable customers to schedule service appointments online
– Precondition: The customer needs to schedule a service appointment for a product or service.
– Post condition: The customer can schedule a service appointment online without contacting customer service.
– Potential business benefit: Reduces the workload of customer service representatives and streamlines the appointment scheduling process.
– Processes impacted: Customer service, service delivery.
– User Story description: As a customer, I want to be able to schedule service appointments online for my products or services, so that I can choose a convenient time without having to call customer service.
– Key Roles Involved: Customer, IT development team, customer service representatives, service technicians.
– Data Objects description: Customer appointment details, service availability calendar.
– Key metrics involved: Number of service appointment requests, average time to schedule appointments, customer satisfaction with the appointment scheduling process.

8. User Story: Implement a self-service billing and payment portal
– Precondition: The customer needs to view and pay their bills for products or services.
– Post condition: The customer can access their billing statements and make payments online without contacting customer service.
– Potential business benefit: Reduces the need for customers to call customer service for billing inquiries or payment processing, resulting in cost savings.
– Processes impacted: Customer service, billing, payment processing.
– User Story description: As a customer, I want to be able to view my billing statements and make payments online for the products or services I have purchased, so that I can manage my account without having to contact customer service.
– Key Roles Involved: Customer, IT development team, customer service representatives, billing department.
– Data Objects description: Customer billing statements, payment history, payment processing system.
– Key metrics involved: Number of billing inquiries, percentage of payments made online, customer satisfaction with billing and payment process.

9. User Story: Develop a self-service troubleshooting tool for common product issues
– Precondition: The customer is experiencing a problem or issue with a product.
– Post condition: The customer can use the self-service troubleshooting tool to diagnose and resolve common product issues without contacting customer service.
– Potential business benefit: Reduces the need for customers to call customer service for basic troubleshooting, leading to cost savings.
– Processes impacted: Customer service, product support.
– User Story description: As a customer, I want to be able to use a self-service troubleshooting tool to diagnose and resolve common issues with the products I have purchased, so that I can fix the problem without having to contact customer service.
– Key Roles Involved: Customer, IT development team, customer service representatives, product support specialists.
– Data Objects description: Troubleshooting guides, customer troubleshooting history.
– Key metrics involved: Number of troubleshooting inquiries, percentage of issues resolved using self-service tool, customer satisfaction with troubleshooting process.

10. User Story: Implement a self-service account closure feature
– Precondition: The customer wants to close their account with the company.
– Post condition: The customer can initiate the account closure process online without contacting customer service.
– Potential business benefit: Reduces the workload of customer service representatives and streamlines the account closure process.
– Processes impacted: Customer service, account management.
– User Story description: As a customer, I want to be able to initiate the account closure process online if I decide to no longer use the company’s products or services, so that I don’t have to contact customer service and wait for assistance.
– Key Roles Involved: Customer, IT development team, customer service representatives.
– Data Objects description: Account closure request, customer account details.
– Key metrics involved: Number of account closure requests, average time to process account closures, customer satisfaction with account closure process.