WALMART | CRM

In Chile, Walmart owns the brands Lider, Súper Bodega Acuenta, and Central Mayorista. I have been with Walmart Tech Chile since April 2022. Throughout 2023, I worked on the ticket and complaint management platform called HOLA (Online Service Tool). I am a part of a 10-person product team, consisting of developers, a Product Owner (PO), and a Team Lead (TL), operating with agile methodologies such as Scrum and Kanban.

The challenge involved evaluating the user experience of the platform after one year of operation since its launch in 2021. First, we developed a research plan that included interviews with customer service associates in stores to understand, in their own words, the problems and benefits they had perceived from the platform. Additionally, we started conducting a CSAT survey every two months to measure satisfaction and gather direct feedback. With these two artifacts, we populated a backlog with improvements based on hypotheses, spanning various increments and new functionalities. Our main stakeholders are in the customer care department.

Throughout 2023, we launched around 10 increments on the platform directly related to the user experience. These increments had a direct impact on metrics, such as:

• 1. A 20% reduction in Average Handling Time (AHT) from January to December 2023.

• 2. A 10% improvement in CSAT, starting the year at 60% and ending with 70% satisfaction.

• 3. Monthly savings of CLP$20,000,000 in the number of tickets created.