Projects

ServiceMaster Agent Desktop

ServiceMaster’s call center employees sell millions of dollars in home services every year, but their call center software was outdated and not useful for looking up customer data or cross-selling other ServiceMaster services.

Client Account screenshot.

The call centers used a series of text-based Telnet systems that required extensive training to use properly. And, the systems could't talk to each other, making it impossible for representatives to cross-reference systems to recommend and sell services across brands.

After spending time embedded with call center agents and managers, we designed a brand-new application that could be used by AHS, Terminix and Merry Maids sales and support staff to onboard new customers and manage existing customer accounts.

Then, we developed a unified graphical user interface that improves the data entry process for new customers. It surfaces customer-centric data to help agents make recommendations based on customers' needs (instead of blanket sales initiatives), and makes it easy to access services from all ServiceMaster brands. We also built an agent dashboard that makes it easy for agents to track their performance against the sales goals their managers set.

Now, representatives can access customer data without battling multiple systems, which in turn helps customers feel like agents know them personally and aren’t playing catch-up every time they call.

Client
ServiceMaster
Project Type
Product
Services
UI Design
UX Design
Usability Testing
User Research
Client
ServiceMaster
Project Type
Product