The situation
E.ON Next's frontline Operations and CX teams talk to customers all day and spot problems no test suite will ever generate. Those reports were reaching the digital teams as anecdotes, if at all.
The problem
- Real customer-impacting issues died in chat messages and hand-offs, with no owner and no record.
- Opening the floodgates naively would have buried the digital teams in unfiltered reports and duplicate noise.
What I did
- Co-led a six-month cross-department pilot, defining the operating model, governance and controls so frontline specialists could raise genuine bugs directly.
- Designed for scale from the start: pre-screening, duplicate detection, workflow guidance and service-status visibility, so growth wouldn't create an unsustainable triage burden.
- Turned the pilot's results into a written recommendation set that now forms the basis of the wider rollout.
The people closest to customers find the bugs your test suites can't. Give them a route that doesn't drown you.