US Foods Contact Center Strategy
Using Design Thinking to help US Foods evolve their existing Contact Center experience and capability models to enable Contact as a Service (CCaaS).
01 Overview
US Foods needed to identify and prioritize people, process, and technology changes to their existing Contact Center as part of a larger, multipronged transformation strategy.
US Foods worked with my team to define a two-year vision and transformative roadmap for its Contact Center. The ultimate objective being to establish a Contact Center as a Service (CCaaS) by delivering the best experience for external customers and internal associates.
Design Thinking Workshop
As Lead Strategist, I designed and facilitated a half-day workshop with executive stakeholders and business owners to define desired outcomes, success metrics, technical requirements, and key audiences.
Workshop Outcomes
Broadened the internal understanding of what is possible
Established a shared vision for future state
Identified and prioritized strategic opportunities
Workshop Materials
02 Roadmap
My team delivered a 24-month roadmap that aligned CCaaS initiatives and key milestones to their broader transformative planning.
03 Future State
In addition to the roadmap, my team delivered several blueprints to illustrate future state experience(s) and guide implementation.
I worked in collaboration with a service designer to define and document cross-channel interactions between customer and associate, as well as the end-to-end processes needed to achieve future state.
SMS as a Channel
A significant area of focus for our roadmap was the broadening of self-service channels for customer support — the first major milestone being to enable SMS text messaging for ordering, order management, and order tracking.
To mobilize this work further, my team and I journey mapped a future state user flow for using SMS to leverage personalized automation and ultimately reduce incoming traffic to the US Foods Contact Center.
04 Outcomes
The roadmap and blueprints we established enabled business teams across US Foods to align priorities and mobilize transformative efforts for the Contact Center as part of their long-term strategy.
Additionally, the Design Thinking Workshop that I conducted was so impactful that US Foods brought me back to lead a full-day workshop, with a broader team of stakeholders, to help them move from multichannel to omnichannel.