Creating a unified vision for customer success.
THE BIG PICTURE
Creating better services for your customer sounds like a great idea on paper, but it requires a comprehensive understanding of the entire product environment.
To improve the customer's experience, we had to uncover their problems and needs, along with examining BD's internal organization, processes and customer interactions.
Converging on the Right Product
New product development requires a united vision.
We helped BD to align their business goals with the needs and goals of their customers so that we could take the first successful step forward.
CREATING CONCEPTS TO IMAGINE THE FUTURE
Getting new product design right on the first try is virtually impossible.
Through brainstorming, exploration, and iteration with the BD team, we created core concepts for their vision. Then it was back to the customer, collecting their input on performance and satisfaction.
The Customer Basecamp
The first step in improving customer service was the creation of an all-in-one service center called the Customer Basecamp. The contextual interface design provided a place for customized KPI tracking, predictive analytics, ticket management, and training management.
The scalable design allowed BD to add future components and products to their customer success roadmap.