Sunteți pe pagina 1din 4

Keytree Speeds

Support Time 80%


with SAP Solution Designed in Axure
THE CHALLENGE
National Grid tapped Keytree to rebuild its customer support system on an SAP platform.
The legacy system was fraught with issues. Customer complaints took 40 minutes to
log, and there was no way to automatically schedule follow-ups or time-stamp activities.
Keytree needed to create a new front-end system that was not only easier and faster to
use, but also allowed the company to track resolutions, response times, and other data
required by government regulations. And they had four months to do so.

GOALS
Speed support query log time
Track regulatory data

THE SOLUTION
ABOUT KEYTREE Jonathan Maher, Keytrees Director of Experience
Keytree is an award-winning design and
technology consultancy specializing
Design, worked closely with National Grid to understand
in innovation & user experience for exactly how they handle calls and process complaints.
enterprises running SAP. Using an
Agile development process, Keytree
Taking the insights gleaned from this industrial
builds custom applications that help anthropology, Jonathan and his team used Axure RP to
companies become leaner, faster, and
more effective.
initiate a rapid iterative design process.

CONTINUED >

Axure RP | axure.com
THE SOLUTION (cont.)
This process led us to a fine-tuned requirements-gathering exercise, the final
output being a high-fidelity, interactive Axure prototype that the client was happy
to sign off, Jonathan said. This streamlined approach enabled us to not only meet
the tight four-month deadline but also work to ensure that employees would be
happy to use the new software in their everyday work.

This custom-built CRM solution, built on an SAP platform, helped National Grid cut down log time by nearly 80%.
Photo courtesy of Keytree.

We were able to quickly build trust with


our client and be much more effective
in eliminating the need for any rework
during the development cycle.
- Jonathan Maher
All this made Keytrees client feel extremely comfortable with a
process that was completely new for them. Because our use of
Axure RP allowed for a completely transparent process, the project
manager at National Grid could be fully engaged throughout all the
design sprints, Jonathan said. We were able to quickly build trust
with our client and be much more effective in eliminating the need
for any rework during the development cycle.

Axure RP | axure.com
METHODOLOGY
The Keytree team used a mixture of enterprise ethnography and Agile UX approach.
During the ambitious four-month project, Keytree UX designers were onsite to handle
National Grids feedback, comments and additional requirements that fed into the
iterative process. The constant engagement with the actual users from concept to
completion ensured their needs were met and that the new system would be readily
adopted.

User experience projects at Keytree begin by understanding the optimal approach for
each project to reach both key user and business requirements. UX projects can vary in
duration from days to months, and regardless of project size, core activities include:

Collect insight, and develop


research to gather data to inform
and influence the business and
product strategy.

Define, conceptualize and


validate with both rapid and
detailed prototypes that are
put in front of users as early
as possible to help manage
priorities and requirements.

Validated concepts are designed


to support the build team. By
this stage, the team has gone
through several iterations, which
ultimately saves considerable From right, Sam Rapp, Lead UX Designer, and Jonathan Maher,
development cost. Director of Experience Design. Photo courtesy of Keytree.

Following an Agile / design sprint methodology, Jonathans team rapidly refined


their design during each stage of the process, incorporating feedback every one
to two days. Jonathan said: Working in Axure allowed us to create a system that
made it easier for National Grid to follow through on commitments and ensure that
customers get call backs when theyre promised. By making it easier to track customer
interactions, it reduced the need for customers to repeat their whole story with each
call, which is a poor customer experience.

Axure RP | axure.com
THE RESULTS
Keytree created a new responsive and easy-to-use interface to the SAP backend system
within the four-month timeframe. The new system dramatically reduced the time to log
customer complaints by nearly 80%from 40 minutes to just 7 to 9 minutes, giving National
Grids Complaints Champions time to focus on solving their customers issues, rather than
grappling with the system.

AVERAGE TIME TO LOG CUSTOMER COMPLAINTS

BEFORE 40 min.

AFTER 8 min. = 80% REDUCTION IN TIME

It also ensured that National Grid met Axure is a great


regulatory compliance by, for example,
keeping track of all the interactions between enterprise UX tool
the company and someone who complains and that helps us deliver
automatically triggering certain actions after a
set period of time. exactly what our
client wants.
- Jonathan Maher
CONCLUSION
Rapid prototyping using Axure allowed us to show how the service was intended
to work, letting users experience the design and provide us with critical feedback,
Jonathan said. Axure is a great enterprise UX tool that helps us shape, collaboratively
with the end users, custom-built SAP interfaces and gather the data that we need to
ensure that the final product delivers exactly what our client wants and what their
employees will actually enjoy using.

FOR MORE INFORMATION


Please contact us at sales@axure.com or call us at 800-895-0810
You can also visit www.axure.com
Copyright Axure Software Solutions, Inc. 2016
Axure RP | axure.com

S-ar putea să vă placă și