User Centric Design & Application Development
The goal was to achieve a complete digital transformation of their customer support portal and redefine how their customers interact with their internal support team.
We looked at Sapphire's support service model to identify how the new digital platform could reduce support response times and alleviate customer pain-points, with the view of improving user experience. After conducting a full review of their old customer support processes, we created new customer journeys and streamlined the architecture, allowing us to identify a number of opportunities to better serve customers through launching a new application product.
As a complex organisation, Sapphire has multiple stakeholders. We therefore, had to engage across the entire business to get buy-in to the transformation programme. We successfully and rapidly developed a range of innovational service tools to help the customer get instant support results.