The CSR Registration project was an initiative to streamline the order-to-registration process, transitioning from a salesperson-driven order to an automated system. This project enabled customer service representatives (CSRs) to register the primary user to Cox Business My Account and associate that primary user with any relevant accounts once the order had been confirmed. Previously, this process did not exist; users would have to register themselves using order information to start self-service independently. This meant that when users decided to self-serve their services or utilities, they first needed to register before handling any tasks they wanted to achieve.

Properly associating the customer with possible accounts (based on order information) also eliminates any confusion the customer might have had during the process, allowing them to immediately log in and start using Cox Business My Account with minimal friction. The designs for this project illustrate the CSR’s two-step process: first, confirming the new customer’s email address, and second, confirming the accounts that will be associated with the customer.

By implementing this streamlined process, we ensured a smoother, more efficient user experience, reducing barriers to accessing account services and enhancing overall customer satisfaction.