Develop an online advisor locator tool that utilizes objective criteria (i.e. zip code) to produce an advisor list for both digital and phone channels.
Key product features include:
• Digital tool accessible 24/7 via the AmericanFunds.com individual site
• Real-time results based on location, listing a minimum of 2 advisors
• Ability to print, download or email search results
• Availability for all investors regardless of current account status
• Internal digital tool to replace existing manual process for phone and support associates
• Internal metrics to measure success (e.g. tool usage, firm search and mail count, AMR surveys)
Objectives of Assignment:
- An improved customer experience – an available digital service channel which reduces total service time from 5-7 days to real-time on the phone, mobile or desktop.
- Culling the average phone call handle time by 50% (current average time is 9 minutes)
- Improving our organizational capability to identify the number of services rendered and success matches
- Ensuring investors reconnect with their advisor via tips and content displayed on the right rail of the tool