May, 2021
Putting Customers at the Center of our Workflow
We are excited to provide an update on the ARC Workflow Project. We've recently reviewed our solution with a focus on maximizing the technology to deliver a transformative solution that reduces manual work and simplifies our services. This update is the first of a regular cadence of communications going forward.
Employees and customers have told us they need a better way of engaging with each other - one that is more modern, efficient, experience-driven, and user-friendly. To be successful over the next few months, we will build a prototype in Salesforce using Human Centered Design (HCD) methods that will focus on improving customer experience and increasing efficiency. We will reimagine up to three (3) business processes, create CRM capabilities, and improve on the customer portal. We are calling this project phase "oneARC Salesforce Pilot".
What you can expect:
- We'll be transparent on key dates and milestones. The initial development timeline starts in mid-May and we'll work over 3 months, operating in 2-week sprints with a cross-functional team. We will continue to share the story of our work, including lessons learned.
- We'll work together in Human-centered design (HCD) and a Test and Learn Mindset. This includes gathering information with customers and employees, generating solutions in targeted brainstorming sessions, reengineering processes, and prototyping solutions in Salesforce, and bringing UI/UX best practices to design the experience. We will show, not tell the value.
- We aim to deliver on the ARC promise. ARC is committed to change and making the complex simple. This includes delivering customer-centric functionality and finding the “fewest keystrokes” for each task.
We look forward to working with you to deliver value that puts you – our customer – at the center.