“Our contact app doesn’t sync right.”

The actual problem.

Chick-fil-A policy mandates that a Chick-fil-A employee must answer all calls from Operators (restaurant owners). This enables Operators to go outside the proper customer service channels continually.

Operators want issues resolved as quickly as possible. In trying to get to the fastest solution possible, they call anyone within the organization, inside or outside customer service, for an answer.

Validating employee impact

We assume that…

  • The reality that all your co-workers have your home address stored in their personal device and you do not have the ability to delete from their device is intrusive.

  • The majority of Chick-fil-A employees use the contacts app and sync it regularly.

  • Chick-fil-A employees need the ability to look up and find their co-workers.

  • The worry of picking up a scam phone call interferes with the importance of picking up a phone call from an operator.

We learned that…

  • Sharing other’s personal information like address and date of birth may cause legal implications in the future

  • Most Chick-fil-A employees have synced contacts once or never because of the number of contacts downloaded and the possibility of creating duplicates.

  • Chick-fil-A employees use the ‘at Chick-fil-a’ intranet to lookup and find their co-workers rather than contacts because the information they seek is consistently in ‘at Chick-fil-a.’

  • A restaurant owner may own multiple locations. Contact Sync creates a duplicate contact to represent the restaurant therefore employees do not know the restaurant that is calling.

It would be game-changing if…

  • Reduce the amount of personal information shared across the company to contain only name, number, and work email.

  • Allow employees to select the contacts they want to sync by groupings to reduce the amount stored on their devices.

  • Provide more contextual information within contacts so that Chick-fil-A employees can find what they need quickly.

  • Switching how the data is grouped from restaurant to owner will allow for a single contact card containing restaurants tied to the owner. When a specific restaurant is calling, populate the restaurant name rather than the owner.

Evolving Operator Service

Chick-fil-A is known for its customer service, but its Operator support is outdated and desperately needs evolution.

With all the information gathered about the employee and the business, it was time to understand what restructuring Contact Sync might look like and the features that would start to push the evolution of Operator support.

Solving for the employee

  • Bye duplicates

    Consolidating the restaurants into one contact will reduce redundant connections.

  • Clear CallerID

    Employees can differentiate between an Operator and a restaurant.

  • Curated contacts

    Employees can set who they want to be downloaded into their contacts.

Solving for the business

Enhance case tracking

Operator support personnel can easily track cases that are tied to contacts.

Reduction in rogue calls to employees

Increase the Operator’s ability to call the proper Operator support and reduce the likelihood they call an employee.

Higher visibility for Operators

Operators can visualize and track their tickets within the support app.

Passing the torch

After the roadmap and strategy are presented, the discovery project is handed over to the designer on the account. This requires an in-depth handoff.

    • Discovery report and findings

    • All design files created

    • Walk through the project backlog

    • RACI chart

Where’s the project now?

After a few years, the ContactSync app has a fresh outlook, streamlined Operator support experience, and easy-to-find knowledge base articles.