xRay V2 Overview
Goals and Objectives
How is the product going to benefit the company?
By empowering lower tier agents to resolve customer issues quickly makes X1 more attractive to consumers and syndication partners from a support perspective.
What does your product do?
xRay provides a comprehensive view of the X1 system, as well as a set of useful diagnostic, informational and resolution tactics for a customer’s device(s) and their account, allowing for more accurate and quicker troubleshooting and resolution. xRay provides a comprehensive view of the X1 system, as well as a set of useful diagnostic, informational and resolution tactics for a customer’s device(s) and their account, allowing for more accurate and quicker troubleshooting and resolution
Problem Statement
Advanced support engineers need a fast & easy way to solve residential customer problems to ensure our customers stay connected with their content.
For DVR, users needed an improved way of understanding usage on the account and discrepancies between Cloud and Device storage when both were present on a residential account.
Vision
Empower advanced support engineers to solve X1 customers' problems faster and easier. Make our users fall in love with xRay all over again.
Value Proposition / Benefits
Reduce support costs by enabling users to identify and solve customer problems faster.
Reduce user fatigue by making data easier to access and read.
Well-being. Users feel more empowered when solving problems is faster and easier.
Multi-tenant design maximizes market potential
Personas
Front line troubleshooter – Day of job (DOJ) in Technician Support Center (TSC)
Advanced troubleshooter – Senior & Lead TSC
Advanced customer care – Tier 2 & 3 Customer CARE agent NCOE
Engineering – Regional engineering & division engineering