App - 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. Open the traCXio app and enter your login credentials.
   
   
2. Select your Profile Icon with the three horizontal lines on the top right and corner of your screen.
   
   
3. Select Pain Points from the drop-down menu.
   
   
   • • To search for a particular Pain Point, click on the Magnifying Glass icon on the top right corner of your screen, or the Black Funnel to narrow down your search.
       
       
4. To create a New Pain Point, Select the Raise button, at the bottom right-hand corner of the screen.
   
   
5. You will be directed to the Create Pain Point page. Enter a short title in the Title box, summarising your Pain Point.
   
   
6. Click on Select Department and assign the appropriate department from the drop-down menu.
   
   
7. Add the relevant Service Blueprint, by clicking on Choose SBP and selecting relevant SBP from the drop-down menu.
   
   
8. Then, click on Select Action and select the relevant action from the drop-down menu.
   
   
9. Click on the Enter Description box and add a brief description of your Pain Point.
   
   
10. 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.
        
        
11. [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.
           
12. Ensure all boxes are filled in, then click on the Raise button at the bottom right-hand corner of the screen to save your Pain Point.
    
    
13. Your Pain Point has been raised successfully, when you are sent back to the landing page, and you can see your Pain Point Card with the status Pending.
    
    
14. You can Edit your Pain Point while it is in Pending status, by clicking on the Paint Point Card, then Edit at the top right-hand corner. Update your changes, with the Update button at the bottom right of the screen.