PR-4088 · Live
Data Cleanse
When the customer service rep books a job on a call, they pick a job type and a business unit in a few seconds and move to the next caller. Data Cleanse checks that choice against what the customer actually described on the call. When the two do not line up, it flags the booking and shows the rep the call, the category they chose, and the category the call points to. They confirm it or fix it in one click while the call is still fresh, and the corrected category saves back to the booking.
The promise
The booking leaves the call with the right job type and business unit already on it. The rep no longer circles back to fix a category days later when dispatch sends it back. When a choice does not match the call, they catch it in the moment, while the customer's words are still fresh. The bookings that used to bounce stay booked.
How it works
The path from input to value.
- 01
Book the call the usual way
The rep takes the call, books the job, and picks the job type and business unit, exactly how they work today.
- 02
Check the choice against the call
When the call ends, Data Cleanse reads what the customer described and compares it to the job type and business unit on the booking.
- 03
Flag only the mismatches
Calls where the category matches pass without interruption. Calls where it does not match surface for the rep, showing the call, their category, and the category the call points to.
- 04
Confirm or correct in one step
The rep picks the right category or confirms their original choice. The corrected category saves back to the booking, and the check is written to a record the office can review.
The day before. The day after.
Same moments. Lived differently.
The CSR takes the first calls of the day and books each job in a couple of minutes. They pick a job type and business unit fast, then move to the next caller. Most choices are right, but a few are made before the real problem is clear.
8:15 AMThe CSR takes the first calls and books each job the same way as always. The booking flow does not change.
8:15 AMBefore
The CSR takes the first calls of the day and books each job in a couple of minutes. They pick a job type and business unit fast, then move to the next caller. Most choices are right, but a few are made before the real problem is clear.
After
The CSR takes the first calls and books each job the same way as always. The booking flow does not change.
A caller describes a problem that could be a repair or a routine maintenance visit. The CSR picks one, books it, and moves on. Nobody checks the choice against what the customer actually said.
11:00 AMThe same ambiguous call comes in. The CSR picks a category and books it. When the call ends, the check runs in the background and compares the choice to what the customer described.
11:00 AMBefore
A caller describes a problem that could be a repair or a routine maintenance visit. The CSR picks one, books it, and moves on. Nobody checks the choice against what the customer actually said.
After
The same ambiguous call comes in. The CSR picks a category and books it. When the call ends, the check runs in the background and compares the choice to what the customer described.
Dispatch sends a job back. The category was wrong, the wrong crew was lined up, and the booking lands in the CSR's queue again.
2:30 PMThe booking does not match. A flag surfaces with the call, the category they chose, and the category the call points to. The CSR sets it right in about half a minute, while the call is still in their head.
2:30 PMBefore
Dispatch sends a job back. The category was wrong, the wrong crew was lined up, and the booking lands in the CSR's queue again.
After
The booking does not match. A flag surfaces with the call, the category they chose, and the category the call points to. The CSR sets it right in about half a minute, while the call is still in their head.
The CSR reopens a record they have not seen in two days. They work out what the call was really about, fix the job type and business unit, and call the customer back to be sure.
3:15 PMNothing comes back from dispatch. The booking that would have bounced was corrected hours ago, at the source.
3:15 PMBefore
The CSR reopens a record they have not seen in two days. They work out what the call was really about, fix the job type and business unit, and call the customer back to be sure.
After
Nothing comes back from dispatch. The booking that would have bounced was corrected hours ago, at the source.
The day ends with a handful of these reworks done out of order. The CSR is not sure how many more bookings are still sitting wrong in the system.
4:45 PMThe day ends with no stale reworks waiting. The CSR spent the afternoon on live calls instead of reopening old ones.
4:45 PMBefore
The day ends with a handful of these reworks done out of order. The CSR is not sure how many more bookings are still sitting wrong in the system.
After
The day ends with no stale reworks waiting. The CSR spent the afternoon on live calls instead of reopening old ones.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Standardizing or reformatting customer names, addresses, or phone numbers
- ×Geocoding locations
- ×A general data-quality sweep across existing records in the CRM
- ×Writing call notes, applying tags, or creating follow-up tasks
- ×Booking the job or choosing the category on the rep's behalf