下载PDF
实例探究 > Keytree Speeds Support Time 80% with SAP Solution Designed in Axure

Keytree Speeds Support Time 80% with SAP Solution Designed in Axure

技术
  • 应用基础设施与中间件 - 数据可视化
  • 功能应用 - 企业资源规划系统 (ERP)
适用行业
  • 公用事业
用例
  • 监管合规监控
服务
  • 软件设计与工程服务
  • 系统集成
挑战
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.
关于客户
Keytree is an award-winning design and technology consultancy specializing in innovation & user experience for enterprises running SAP. Using an Agile development process, Keytree builds custom applications that help companies become leaner, faster, and more effective.
解决方案
Jonathan Maher, Keytree’s Director of Experience Design, worked closely with National Grid to understand exactly how they handle calls and process complaints. Taking the insights gleaned from this 'industrial anthropology,' Jonathan and his team used Axure RP to initiate a rapid iterative design process. 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 Grid’s 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.
运营影响
  • 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.
  • It ensured that National Grid met regulatory compliance by keeping track of all interactions and automatically triggering certain actions after a set period of time.
数量效益
  • Reduced the time to log customer complaints by nearly 80%, from 40 minutes to just 7 to 9 minutes.

相关案例.

联系我们

欢迎与我们交流!

* Required
* Required
* Required
* Invalid email address
提交此表单,即表示您同意 IoT ONE 可以与您联系并分享洞察和营销信息。
不,谢谢,我不想收到来自 IoT ONE 的任何营销电子邮件。
提交

Thank you for your message!
We will contact you soon.