A tool on a larger platform to help support Rackers better assist customers with adjustments and credits on their account.
Customers were having a terrible experience getting their accounts credited back from wrong charges.
After talking to customers and Support Rackers, I was able to understand the pain points between both of the users.
Researching and interviewing Support Rackers will give insight into the adjustment and credit experience. I will learn how to close the gaps and create a better user experience which will speed up the process.
Testing & Validation:
Rackspace saved large amounts of money by correctly and accurately giving back money to customers.