Removing repetitive admin from payment queries, so customers get answers sooner and specialists can focus on the work that needs them.
70 +
hours saved every month
40%
faster case resolution
32%
fewer support queue cases
The case system had the capability but the manual process work around the workflow was creating the friction.
I shadowed CX specialists and mapped the existing workflow to find where time and attention were being lost. The problem wasn’t the case itself, it was everything that happened while the team waited for a customer to provide information.
Waiting for the customer still created work for the agent. Proactively chasing our customers to help progress their claim.
INSIGHT 01
Waiting wasn’t passive
Agents manually re-queued tasks and checked whether customers had replied creating more agent interactions per case.
Chat was where customers acted
Requests and replies happened in the conversation, while case follow-up needed to stay visible to agents.
Context matters at handoff
A reply should return to the agent familiar with the case so they can move it forward.
Where time was being lost
Agents were doing repetitive admin around the case, instead of applying their expertise to the case.
70+hours
The case system could support the work; the surrounding process needed to do more of the coordination automatically.
Bring agents back in when their judgement is needed, not just because something has manually re-entered the queue for a follow-up.
Less admin between customer interactions
Let specialists focus on payment queries that need investigation and expertise.
Clear updates, predictable follow-up
Keep customers informed throughout and create a repeatable workflow for other CX processes.
I designed automated reminders around the existing SLA, with case actions routed to the original agent when a customer replied.
Agent sends dispute form
System sends reminders on SLA cadence
Have we received a response from the customer?
Create a case action and route it to the original agent, who already knows the case and can move it forward.
Create a case action and route it to the original agent, who already knows the case and can move it forward.
Form submission: Agent submits the form to the customer, starting the workflow
Customer follow-up, across channels
IN APP CHASER
CUSTOMER VIEW
Initial request: Dispute form submitted to the customer for completion
EMAIL CHASER
Automated · Day 2
Chasers: Follow up messaging sent to customers in app and email.
IN APP CUSTOMER CHASING
CUSTOMER VIEW
Customer wants an update into their claim, our bot can recognise the status of the case and provide them with the relevant response.
Agent case actions
Customer submits form
Case action created
Assigned to original agent
Review + progress case
They already have context, so they can review the new information and continue without a cold handoff.
If original case owner is not available, it enters the payments queue for the next available agent pick-up.
Case context
Keep status, owner, and next action visible in the case.
Customer prompt
Explain what’s needed and why.
Agent handoff
Bring the right specialist back in when needed.
04 / OUTCOMES
The redesigned workflow reduced repetitive admin and helped cases move through the service process sooner. Manual effort fell from around 70 hours per month to near zero. Customer resolution time improved from five days to three.
Manual admin / month
from launch
Resolution time
from launch
Support queue volume
May - Aug
I held a retrospective with the specialist team to understand what was working and where the workflow could improve. The same automation-first approach could extend to other high-touch CX processes.