Launch of Internal Products in a Fortune 500 Organization
Landscape
300 customer service representatives who provide key customer support functions to external customers of a chemical manufacturing organization needed to migrate to an updated technology with robust capabilities for modern customer relationship management (CRM)
In addition to this migration, the organization was in the midst of a significant acquisition resulting in business process re-design
The product delivery team consisted of 15 individuals across roles of Analyst, Developer, Technical Lead, Quality Assurance Engineer & UX Designer; including individuals from a third-party vendor
Ashley's Actions
Transformed the backlog from disparate delivery activities into a cohesive, organized backlog based on validated customer needs informed by future state process analysis
Mentored customer service stakeholders through Product Owner activities of ongoing backlog management, prioritization, feature definition and testing, and release planning
Defined and operationalized a bug management process prior to full product launch
Cultivated an environment within the team based on trust and safety
Led the team through continuous improvement activities every sprint; exercised high ownership in providing an environment for the team to confidently make commitments and become confident in understanding the customer
Results
On-time launch of 11 internal products for 300 internal customer service agents enabling key business capabilities such as case management, quality complaint management and customer support knowledge base
Resolved 95% of bugs prior to product launch resulting in high adoption and internal customer satisfaction
A high-performing, self-organizing product team with the skills and confidence to solve even the most complex problems
Transferable Skills
Relationship management
Influencing others to work toward a common goal
Ability to empower cross-functional teams to deliver high quality products
Understanding customer problems, needs, and desires
We use cookies to analyze website traffic and optimize your website experience. By accepting our use of cookies, your data will be aggregated with all other user data.