Global appointment and queue management

Improve the client experience and increase conversion with appointment and queue management capabilities.

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Tiffany.com, 2021

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My Role

As IT owner, I was accountable for successful project delivery, including the end-to-end design of technology solutions and an on-time/on-budget delivery.

Objectives

1. Deploy a scalable appointment booking and queue management tool.

2. Accommodate international client experience localizations.

3. Reduce overhead for store managers and client advisors with critical back-office integrations.

Challenges

1. Global roll-out for 15+ markets and 200+ stores

2. Schedule acceleration for priority countries to support 2020 holiday sales

3. Integration with numerous back-office systems and teams to reduce manual overhead in store

Scope

• Client Experience

  Online booking journey, reschedules and cancellations, SMS & email notifications, local language translation

• Store Operations

  Queue and appointment service setup, automated staff setup, work schedule integration, staff booking notifications, Salesforce Clienteling integration, Outlook calendar integration, local language translation

Note: this project was delivered while under employment at Tiffany & Co. For more information, visit who i am.

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Related Experience

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