Website - Create a New Pain Point (Department Lead)

Learning Outcomes   

 After completing this unit, you will be able to:

1. Create a new Pain Point as a CX Department Lead
2. Assign a Pain Point to the relevant department
3. Save a Pain Point as a CX Department Lead
4. Edit a Pain Point as a CX Department Lead

Pain Points are a very insightful tool that provides continuous improvement by utilising the knowledge of the front-line, customer-facing employees of a business. This ground-up method enables better staff engagement and efficient troubleshooting, leading to an overall improved customer experience.

1. Log into the traCXio website using your credentials.
   
   
2. Select the Pain Points option on the top horizontal navigation menu.
   
   
3. On the top right-hand corner of the screen, Select the Create New button.
   
   
4. You will be directed to the Create Pain Point page. Enter a short title in the Title box, summarising your Pain Point.
   
   
5. Click on Select Department and assign the appropriate department from the drop-down menu.
   
   
6. Add the relevant Service Blueprint, by clicking on Choose SBP.
   
   
7. Then, click on Select Action and select the relevant action from the drop-down menu.
   Note: You must choose the relevant SBP before you can add any actions.
   
   
8. Click on the Enter Description box and add a brief description of your Pain Point.
   
   
9. Select the Severity box and using the drop-down menu, assign a level of severity to your Pain Point:
   
   
   • • High: has imminent impact on Customer Experience, and requires immediate action.
     • Medium: has an impact on Customer Experience, and requires prompt action.
     • Low: has a low impact on Customer Experience, and requires action.
       
       
10. [OPTIONAL] Upload an Image or Video to better illustrate your Pain Point.
    
    
    • • To Upload a Photo, select the photo icon of the upload box.
      • To Upload a Video, select the video icon in the upload box.
        Note: Image uploads must not exceed 10 MB, and video uploads must not exceed 15 seconds. The media must be of the following file types: .mp4, .mov, .avi, .mkv, .png, .jpg, .jpeg.
        
        
11. Ensure all boxes are filled in, then click on the Save button in the bottom right-hand corner, to save your Pain Point.
    
    
12. Your Pain Point has been successfully raised when you are sent back to the landing page, and the status bar will read Ticket has been raised successfully.
    
    
13. You can Edit your Pain Point while it is in Pending status.
    
    
    • • On the Pain Points landing page, identify the Pain Point ticket you wish to edit
      • On the right side of the ticket, Select the Eye Icon to view.
      • Click on Edit in the top right-hand corner of the new window.
      • Update your changes, by selecting the Update button at the bottom right of the screen.