HubnSub is a workflow and service desk platform that is based on lean, service and customer care principles. It is built focusing on customer experience to reduce errors and waste meanwhile improve processes gradually over time.
Here we will be highlighting how HubnSub is designed around multi-customer satisfaction and feedback loops. The first loop is during the course of action of the request to proactively improve the service final outcome and reduce errors. The second one by the end of the request to give an overall experience indicator.
Examples of Hubbub’s feedback loops.
Suppose that we have created a new self-service in our HR Hub and called it “regular vacation”
And as part of the self-service creation, the Hub head (department head) have set the prerequisite part to guide the customer of what he needs to prepare in advance in order to get his request approved, like providing data about his destination during the vacation and tickets scan attachments for instance. In this case the system allows the hub head who is designing the service on HubnSub to proactively inform the customer about all the required information before even starting the service.
Now suppose that the customer has provided the required information and scanned the attachments during requesting the regular vacation self-service. However, the service member processing the vacation request found that some of the scans were not clear enough and that the customer needs to scan the tickets and send them again. Here, all that he needs to do is simply provide the customer with feedback on the same request with the new requirements instantly and the customer will get the real-time notification and respond immediately and uploads the requirements. This on-time correspondence can be repeated if required until the request is completed accurately and successfully. Moreover, HubnSub gives both the customer and service members another chance to provide more feedback overall before the request is completed in addition to the in-process feedback.
Stay connected with internal and external customers.
In this example, all parties of the service were empowered with tools and best practices to provide feedback and stay connected both during the process and at the end of the process. This feature is a core feature of HubnSub that works on directing the request during processing of the request to complete successfully and not only after that fact. It helps reduce lots of unnecessary waiting and follow up time and wrong expectations!
Multi-level views of customer satisfaction.
The overall customer satisfaction feedback is then collected and aggregated on the sub, hub and organization levels to give multi-level views and trends of the customer satisfaction across time. On the other hand, HubnSub also gives the organization head and other stakeholders the ability to study the in-depth correspondence of a particular request to analyze the root cause of bad or good experience. It provides all parties with tools and actionable information to analyze and improve processes as they go.