PODS
Sales & service experience transformation (quote-to-cash)
Overview
From fragmented touchpoints to a unified system
PODS' sales and service operations were powered by disconnected legacy systems that hadn't kept pace with the business. Customer interactions spanned web, phone, and chat, but the experience across channels was fragmented—leading to poor handoffs, inconsistent pricing, and operational inefficiencies.
The impact was real: longer call times, frustrated agents, declining customer experience, and lost revenue due to errors and service breakdowns. The business needed to reimagine its entire quote-to-cash journey to create a connected, scalable system.
My Role
User Experience Lead for design and research
I served as UX Lead for the experience design and research workstream, responsible for reimagining the end-to-end customer and agent experience across sales and service. While I owned the experience design, I also influenced business process transformation and the technical implementation on Salesforce—ensuring alignment across systems, workflows, and customer interactions. This was a full lifecycle transformation, from initial customer intent through fulfillment and service.
Solution
One goal: a unified experience across all channels
The core issue wasn't just outdated interfaces—it was a disconnected system. We reframed the problem around a single goal: create a unified, end-to-end customer and agent experience across all channels.
We reimagined the full quote-to-cash journey—from research to fulfillment and service; developed personas and journey maps across residential and commercial segments; redesigned the experience across web and agent-facing systems within Salesforce; standardized and simplified workflows to reduce friction and eliminate redundancy; and integrated critical systems (Salesforce, PROS pricing, Sitecore) to enable real-time data access..
We reduced reliance on "swivel chair" workflows by connecting previously siloed systems. The transformation focused on making the system work for both customers and agents—reducing friction at every step.
Outcomes
Immediate and measurable impact
The impact was immediate and measurable across both customer and operational metrics. The organization gained a connected system that enables more consistent, reliable customer interactions at scale.
Faster, more effective calls
Significant reduction in call times due to fewer system delays and improved access to information.
Agent experience transformed
Usability scores increased from 3.2 to 8.8, with improved satisfaction and efficiency.
Customer satisfaction
Increased customer satisfaction and improved Net Promoter Score, with enhanced cross-channel continuity between web and assisted experiences.
Revenue protection
Reduced revenue loss caused by pricing inconsistencies and service errors.