B2E supported a global software company providing business management solutions in managing the onboarding squad and programme for failed payments and customer journey cancellations, driving Agile transformation.
Background
A global software company providing business management solutions was in the process of transforming its Agile practices and enhancing customer journey experiences. The organisation sought to improve operational efficiency and responsiveness to customer needs through systematic updates and enhancements in its service offerings.
The Challenge
The client faced challenges in managing customer interactions effectively, particularly regarding failed payments and cancellations. There was a need for enhanced communication capabilities and a more structured Agile approach to deliver timely solutions.
Our Approach
B2E managed the onboarding squad, facilitating cadence through stand-ups and retrospectives, managing the product backlog, and evolving the Ways of Working to increase professionalism. The team programme managed the Failed Payments and Customer Cancellation Squad, focusing on key milestones including email resend capabilities within Salesforce, automated payment communications via Yaypay, and the launch of Payment Updater functionality. Additionally, B2E drove the execution of the Agile transformation, providing support and coaching to the team.
Results
The project resulted in improved team cadence and agile methodologies, leading to more effective management of customer communications. Key functionalities, such as the ability to resend emails and automated payment updates, were successfully implemented, enhancing the overall customer experience.
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