SKUID AND INTUIT The Skinny: Intuit is a software company that builds products like QuickBooks and TurboTax, as well as tools for the gig economy to help individuals with part-time jobs do their accounting and taxes. Amanda Joslin, Group Manager of Product Management at Intuit, manages a team focused on their customer service agents’ tools and technology. The Challenge: Joslin and her team focused on taking their agent experience to the next level. However, Intuit agents used upward of four tools in a single day for tasks ranging from selling products to finding the right data to service their customers. The result: longer handle times between agents and customers as agents switched tools during an interaction – for example, it took 59 clicks and over five minutes to place a single order. 5