Toteat

Goals

• Creation of the "first user experience" process through a complete self help platform designed with end users’ needs in mind.
• Process restructuration to unify the area through an integrated CRM-based ticket systems (Intercom & Zendesk).

E-commerce

This platform connects all our clients with different providers to supply them; from fruit and meat to napkins and chairs. The main purpose was to connect the sales report with the Marketplace and match the information to create alerts to the restaurant and tell them when is need to buy different ingredients. The major client was Subway, with 100 restaurants, each one buys 3 times per week. They increase the speed to buy and reduce human errors when they create the order to buy.

First user experience

To create the First User Experience, first we split the customers acording to their users and commercial profiles. Second, we taught users how to better use the system and where to find answers to their doubts through in-app automatic messages. The implementation of this process resulted in:

• Users feeling better guided (constant improvement in satisfaction survey).
• Higher visits to the online Help Center (FAQ).
• Customers channels of contact went from 75% phone calls & 15% chats to 10% phone calls & 80% chats.