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Managed and developed the project by providing the customization and installation of an open-source Help Desk system that removed the need for Polo Help Desk assistance, which in turn decreased resolution times from (1) one day to (1) one hour, removed the cost of using PRL Help Center Assistance and increased the ability of PLU managers to track issues and make adjustments in advance.
SWOT ANALYSIS
STRENGTHS
- Removes the need for Polo Help Center assistance
- Faster resolution times for PLU issues
- Increased accountability and compliance
- Detailed reporting of PLU issues per store
WEAKNESSES
- Categorization of PLU issue reasons
- Information input of PLU issues
- Training of managers/associates
- Communication of processes and accountability
OPPORTUNITIES
- Analyze PLU Help data to improve communication processes
- Streamline internal processes while adding accountability
- Increase profitability by decreasing the amount of PLU issues
- Implement PLU Help in Europe
THREATS
- Comprehension of PLU processes and language
- Communication of PLU changes to stores
- Ownership of PLU Help issues in stores
- Training of new-hires using PLU Help
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PLU Help Introduction and Instruction Manual - pdf format
PLU Help Reports: FSC Submitted Tickets Overview - pdf format |
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