Customer Experience Manager
Tyson Barrett
Documented operational constraints and the opportunities that directly address them.
Opportunities
7
Recommended
7
Hours / week saved
34
Avg impact
8.3/10
Documented pains
- 0180–100 customer contacts/day across locations; 40–50 are status calls driven by lack of proactive updates.
- 02Daily install confirmations take ~2 hours/day (25–35 calls, mostly voicemail).
- 03Complaints/warranty tracking is inconsistent (sticky notes), leading to slow resolution and escalations.
- 04Customers can hear nothing for 3–4 weeks post-contract due to weak sales-to-CX handoff.
Opportunities for this team
Automated Text Confirmations for Scheduled Installs
Replace night-before/day-of confirmation phone calls with automated SMS confirmations that capture replies and surface exceptions.
Multichannel Customer Support Agent with Human Escalation
Deploy an AI agent across SMS/web/voice to answer routine job status, permit, and materials questions and escalate to CSRs with full context.
AI-Assisted Crew Scheduling and Dispatch Optimizer
Optimize crew assignment across locations using skills, travel time, job requirements, and live exceptions—turning ops judgment calls into approvals.
Operations Inbox: From Text Threads to Job Notes
Capture key decisions/issues from daily text threads into structured JobNimbus notes via voice-to-text + AI summary and a simple daily log.
Structured Service Ticketing with SLA + Escalation Timers
Implement complaint/warranty ticketing with required fields, SLA timers, and escalation paths to reduce owner escalations and improve resolution speed.
Sales-to-Customer Handoff Packet Automation
Auto-generate a 'what happens next' customer message plus an internal handoff packet in JobNimbus at contract signature.
Permit Inspection Alerts to Prevent Missed Visits
Monitor permit/inspection notifications and convert scheduling emails into SMS/task alerts for ops and crews to prevent missed inspections.