Tonic3

Tonic3

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    Lennox Warranty Journey Mapping

    Lennox Warranty Journey Mapping
    • TEAM
    • Project Manager, UX Research and Insights Lead, Functional Analyst, UX Designer
    • Delivery
    • Journey Map for End-to-End Warranty Process
    • Identified areas for deeper analysis
    • Streamline Lennox's operations
    • Improve customer satisfaction
    • Duration
    • 7 months
    • Services
    • Research & Insights
    • Development
    • Background
    • Lennox needed to create a Journey Map from both the customer (homeowner, and dealer) and employee (Lennox) perspectives, focusing on the warranty registration, claims process, and fulfillment.
    • Opportunity
    • Lennox sought to meet their current Service Level Agreements (24 to 48 hours) by reducing manual claim processing and minimizing instances where the team lacked the knowledge or ability to complete the process. They aimed to shift from customer support to customer experience by lowering customer effort in the claims process, defining technology and performance measurement needs, and identifying efficiencies and supportive policies.
    • Our Work
    • Tonic3 developed a comprehensive solution to address Lennox's business goals and enhance their customer experience. This solution streamlined Lennox's operations, enhanced customer satisfaction, and set the stage for future technological advancements. By focusing on reducing manual processing, improving team knowledge, and establishing supportive policies, we ensured that Lennox could meet their Service Level Agreements and deliver an improved customer experience.
    Lennox

    Lennox