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