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Llaura HughesMotability Operations

@llaura_hughes

A Virtual Workforce:Developing customer interaction through technology

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Press 7 for…..

Press 4 for …..

Press 3 for…..

Press 2 for…..

Press 1 for…..

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Operational Change

Cascade

Comms ‘Inbox’

Cascade

Validate

Authorise

Design

Sign off

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Monthly User adoption

⚫ Ask Mo – 70,000 conversations (65% of calls)

⚫ Process maps – over 10,000 hits

⚫ Average 200 – 500 pieces of “change” received

⚫ 85 emails sent to the business*

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Ask Mo 2018 Ask Mo 2019Customer VA

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Ask Mo 2018 Ask Mo 2019

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Remember….

Confidence doesn’t come when you have all of the

answers.

But it comes when you’re ready to face all the

questions.