Internet Solutions: Designing the technology business of tomorrow to deliver competitive differentiation and increased market share
The Situation
Internet Solutions required a smart client management portal that would enable customers to self-manage their IT infrastructure (Cloud, Connectivity and Security solutions) and assess the health of their IT business. The organisation was managing their customer relationships via the diverse suite of services that caused a disconnected, siloed experience and resulted in low client engagement and unsatisfactory customer experience, impacting ROI, operational costs, trust and customer loyalty.
The Task
The mission was to use the power of data to surface actionable insights into the health and performance of the customers’ technology services, provide consistent and relevant data visualisation, simplify daily tasks, reduce user queries, increase customer engagement and expand market reach through valuable, self-serve service experience.
The Action / Approach
Facilitated by the design thinking approach, we:
- Conducted user testing and user interviews to create evidence-based experience assessment and personas
- Identified, agreed and prioritised new ideas and opportunities to generate business value
- Established the customer and business stakeholder demographics, goals and existing barriers
- Created detailed user journeys, information architecture, wireframe concepts, functional prototypes, and a new user interface.
- Demonstrated, socialised and communicated concepts, prototypes, outcomes and business cases to generate buy-in
- Created validation and endorsement of decisions through evidence-based user-centered approach
- Enhanced cross-business collaboration, communication and buy-in through the agile process, prototyping and customer validation
- Improved internal satisfaction, loyalty and customer value by creating a user-centric platform serving both employees and customers
The Result
Clients are able to manage their suite of technology services effectively through data-driven, actionable insights. It inspired a review of the client engagement model and transformed an IT-centric into a customer-centric service provider, allowing clients to anticipate the business of tomorrow.
Value delivered included:
- Clients using TISH increased to 89% (up from 3%): increase in advocacy / lifetime value
- Self-serve 84% (up from 8.8%): Operational efficiencies, ability to focus on more value-added customer service
- Enabling competitive differentiation and increasing market share
- Enabling positive behavioural change by internalizing a customer-centric culture
Pains relieved included;
- Lack of ROI on existing platforms
- Operational inefficiency, including call-centre reliance and raised incidents
- Lack of business agility to respond to customers’ rapidly changing expectations
- Lack of differentiation in the market and customer insight to drive transformational change
Focus In On: Responsible for Innovation
New Areas of Value:
Enabling competitive differentiation and increasing market share
Fostering a human centric, transparent, trustworthy and agile culture
Increase customer acquisition, advocacy and lifetime value
More consistent and sustainable profitability and business growth
Improved business agility and ability to rapidly respond to change and opportunity
Increased credibility, confidence and influence across the business
Enabling positive behavioural change
Gain access to additional budget through success
More satisfied and engaged employees with increased retention and productivity
Viable, scalable and actionable roadmap to deliver innovation and change
Direct positive impact on internal and external customer satisfaction
Successful, timely delivery of evidence based transformative change
Improvements around:
Inefficient or misaligned operating model and lack of business agility
Lack of exec sponsorship and track record
Unclear business strategy and requirements
Unclear or inefficient internal communications
Misaligned goals across business and silos
Lack of clarity around the internal business ecosystem
Lack of clarity around market landscape
Budget availability and changes due to external change drivers
Lack of customer insight
Disconnect between culture and future vision
