Updated One Help article with the more steps to make sure that when amending all is correct and improving customer journey resulting in less wrongly amended Home Moves
"[...] it was identified that even when a customer called to amend their appointment in time agents were making errors such as moving the TV but forgetting to move the BBT order, or moving the activation of the BBT but forgetting to amend the cease date. This is an expensive mistake having to re-provision at old address and the customer impact is huge. There is currently no One Help article for Amending a home move so I worked with SME's in Home Move and ORT to put together this article. So a stand alone one help article would be great."
Spoke to Nat and Ian about this. Contacted Calum Drury directly for clairifcation on where this will be placed, whether it will be a standalone Onehelp article, or integrated into the existing Home Move flow as agent only material. He forwarded me to the person who analysed the need for the article. Awaiting more info.
Liaised with Ian Weatherill who is happy for Alex to build the new agent-only article. Will need to check in with Nat Senior before testing as already multiple tests being run on existing customer Home Move journeys to ensure no overlap that could influence results.
Is to be built as a standalone Onehelp article.
Spoke to Nat and Ian about this. Contacted Calum Drury directly for clairifcation on where this will be placed, whether it will be a standalone Onehelp article, or integrated into the existing Home Move flow as agent only material. He forwarded me to the person who analysed the need for the article. Awaiting more info.
Liaised with Ian Weatherill who is happy for Alex to build the new agent-only article. Will need to check in with Nat Senior before testing as already multiple tests being run on existing customer Home Move journeys to ensure no overlap that could influence results.