Client self-service for a recurring freeze / unfreeze workflow
Problem. A recurring monthly process depended on clients emailing a support team to request freeze/unfreeze actions. This created avoidable manual coordination across client and internal teams.
Contribution. Helped move the process toward a client-initiated workflow, reducing reliance on email-based support intervention. The work involved coordination across UW and Groups teams.
Why it matters. Understand the existing process, identify unnecessary hand-offs, and make the desired action easier and more repeatable.
Completed experienceExact tools, approval controls and verified time or ticket reduction to be added before submitting. No impact figures are invented here.