Consumer choice -Ver-2
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
SAMPLE CUSTOMER JOURNEY<br />
Bob, a new DES participant is<br />
seeking information from various<br />
providers before making a selection<br />
Bob receives a branded email from<br />
Your DES Service acknowledging<br />
his inquiry<br />
The following day he receives a<br />
phone call from an Inquiries Officer<br />
to discuss his needs<br />
Bob requests an Orientation Session<br />
at his local Your DES Service<br />
Bob sees video promoting Your DES<br />
service on social media and clicks to<br />
your website<br />
Bob goes to your website and<br />
completes the inquiry form, which<br />
includes some questions about his<br />
circumstances<br />
Bob receives an email confirming<br />
the details of his Orientation Visit<br />
Awareness<br />
Inquiry<br />
Initial<br />
Engagement<br />
You develop short videos profiling<br />
DES Participants and posts these<br />
to Facebook.<br />
Hivetec Onboarding System<br />
Checks for duplicates & creates new<br />
customer record<br />
Automated, branded email to the customer<br />
Triggers onboarding workflow<br />
Hivetec Onboarding System<br />
Customised screening tool for DES eligibility<br />
and personal servicing requirements<br />
Updates customer record<br />
Automated, branded email to the customer<br />
Your website has been redesigned<br />
to be more user friendly and<br />
easier to navigate.<br />
14<br />
Consultant receives:<br />
Workflow task to call customer<br />
within 24 hours<br />
Consultant receives:<br />
Prompts to screen customer for<br />
eligibility and capture info about<br />
needs<br />
Orientation Visit appointment in<br />
calendar<br />
Access to customer data<br />
captured to date<br />
YOUR DES SERVICE
Change language