Client: Major telecommunication company

Industry: Telecommunication

🚀 The Challenge

• 📉 Long wait times and manual processes for device returns/exchanges
• 💰 High operational costs from in-store inefficiencies
• 🔄 Fragmented experience across web, mobile, and retail

Objective: Build a unified digital returns/exchange system to reduce processing time, costs, and customer effort.

👨‍💻 My Role as Product Owner

• ✔ Led product vision, roadmap, and cross-functional execution
• ✔ Defined epics/user stories and Salesforce CRM integration strategy
• ✔ Collaborated with UX/engineering to optimize self-service workflows
• ✔ Executed UAT test plans for seamless deployment
• ✔ Analyzed post-launch metrics to refine features

🛠️ Key Features & Solutions

✅ Omni-Channel Platform

• 📌 Unified returns initiation via web/mobile/kiosks
• 📌 Real-time CRM and inventory integration

✅ Automated Processing

• 📌 AI-driven eligibility checks → 70% faster approvals
• 📌 Instant shipping labels and status tracking

✅ Customer-Centric UX

• 📌 Intuitive self-service portal with upgrade recommendations
• 📌 iOS/Android push notifications for status updates

📈 Impact & Results

• 🚀 50% faster processing for returns/exchanges
• 📉 30% reduction in support calls via self-service
• 💰 20% cost savings from automated workflows
• 🎯 15% NPS increase from seamless UX

💡 Key Takeaways

• ✅ Automation-first design reduces manual effort
• ✅ Omni-channel flexibility drives customer convenience
• ✅ Real-time visibility builds trust and transparency