The challenge
Interactive voice response was a specific implementation within the customer-service automation portfolio. Its scope was distinct from multimedia routing, email invoicing and the e-commerce Six Sigma work. The project brought improvement leadership into the implementation of a customer-contact technology during the the consumer manufacturing business Black Belt assignment.
The contribution
Jeroen led IVR implementation work within customer-service automation. The contribution connected service-process improvement with practical automation delivery. It formed one of several documented projects in the portfolio, each addressing a different part of customer contact or transaction-related activity.
The documented result
The work delivered leadership of an IVR implementation workstream. A separate public before-and-after service measure was not reported. Call-handling, containment, satisfaction and staffing improvements are not assigned without supporting project results.
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