Kicksy is a large supplier of consumer household items such as laptops, tablets, printers, monitors, and cables. They have large stores in every state and also have an online store where customers can purchase items online and have them delivered to their home or delivered to the nearest Kicksy store. Kicksy also offers customer services to small and medium$-$sized companies. These services include setting up new household items for new employees, responding to support issues from employees such as access controls, errors on their computers, malware, and security monitoring etc... Kicksy also helps to physically collect household items that need fixing and send them to the manufacturers where needed.

In$-$Store Pickup Process Currently the process to handle pickup of online sales is as follows:

When a customer buys an item online, they can choose to have it delivered to their nearest Kicksy store as one of their delivery options. When it arrives at the store, the customer is notified by email and text messages and goes to the store to pick it up$.$ When the customer arrives at the store, they usually must join a line to wait to receive their item and this wait could take up to $20$ minutes. This is because item pickup is done at the customer service line along with other customer service requests.

Once it$’$s their turn, the customer has to verify their identity and provide the tracking number sent in the email or text message to receive the item. The agent finds the package with the tracking number that matches what the customer gave and verifies the identity of the customer, then the customer is given their item and can then leave the store.

The Problem

$-$ Since the pandemic, a new process is needed as most clients of Kicksy have employees who are now working from home, and customer services agents will need to track the inventory that is dispersed in everyone$’$s homes.

$-$ Because of the pandemic and social distancing requirements the store can no longer have long lines for customer service. How can they still provide a good service for their customers who make purchases online and need to receive the item quickly?

Your Task

$-$ Come up with a revamped process for the customer services agents considering the pandemic and given that there is no one working from the office anymore. How can the agents continue to offer the same quality service?

$-$ You are also tasked with finding a COVID-safe way to help customers pick up their items that are purchased online. Design a new workflow that will demonstrate the new processes

 

 

Answer rating: 100% (QA)

The two major issues Kicksy needs to address are reinventing the instore pickup process to comply wi... View the full answer