AT&T DirecTV Mobile App for Door-to-Door Sales

Organization: Cydcor and AT&T DirecTV
Duration: 8 months

Objective:

To enhance the efficiency and accuracy of AT&T DirecTV door-to-door sales representatives by transitioning from telephone calls and multi-page paper contracts to a streamlined mobile app.

Solution:

Develop and implement a mobile app to replace the cumbersome sales process, facilitating the seamless placement of sales and emailing detailed contracts directly to customers.

Process:

1. Design Thinking Approach:

   • Conducted extensive field research to map the end-to-end sales process and customer journey.

   • Designed systems architecture to manage data communication between multiple third-party apps and client APIs.

2. UX/UI Design and Product Management:

   • Managed development of the application using custom VisualForce pages with Salesforce.

   • Conducted user testing in the field to refine the app based on real-world feedback.

3. Implementation and Scaling:

   • Led the scaling of the app to thousands of sales representatives.

   • Established a customer support process for sales representatives experiencing issues with the application.

Outcome:

• Time Efficiency: Reduced the sales process time from over 60 minutes to under 5 minutes.

• Error Reduction: Significantly decreased the number of errors in the sales process.

Tools & Technologies:

• Platforms and Applications: Salesforce, DataBricks, SFDC ServiceCloud, SFDC MarketingCloud, AT&T DirecTV APIs, IVRs, Geopointe (GMS application)

• Methodologies: Design Thinking, Agile (Scrum)

• Other: Visio for architecture mapping, JIRA and Confluence for project management

Key Expertise Demonstrated:

• Operational Efficiencies

• Systems Architecture

• Innovation

• Data Management

• Business Intelligence