Crisis Pivot: Smart Systems Support & Digital Transformation

Background

Product Development · Customer Technical Support

Challenge

When the pandemic limited in-person meetings, coordinated sales, marketing and design teams to launch an online forum within one month. Documented the process in an accountability SOP and shared it across related business units. Used objective data to resolve customer technical disputes.

My role

Smart Systems Service Specialist

Solution

Launched a cross-functional online forum within one month; Documented and shared an accountability SOP across group businesses; Used data analysis to clarify operational issues and customer disputes

Outcome

1 Month Launch

Process

1. Launched a cross-functional online forum within one month
2. Documented and shared an accountability SOP across group businesses
3. Used data analysis to clarify operational issues and customer disputes