I’m accountable for both the delivery and adoption of our customer facing systems.

Our new Electronic referral system is out in production and it’s super important from a customer experience perspective that we are catching all the feedback that we need to improve the service – currently, it’s scattered in emails and at a glance I can’t really see how we are doing or if I have all the information I need to make decisions.

IT receive technical queries and Sales reps receive feedback from referrers and this needs to be consolidated to make sure we catch everything in a bucket – and also to ensure that IT and Sales reps are aligned with mutual queries and progress.

Create a Team with channels (Feedback to dev team, Customer stories, Collateral improvement, Updates, General questions, etc).

Reduced cases of misalignment between IT and Sales rep when dealing with the same customer enquiries.