Team productivity and efficiency are at the core of any business. If there are bottlenecks, technology related workflow issues, or communication challenges, you run the risk of having team members with an extra workload that use their time inefficiently, which ultimately leads to unhappy customers. And we all know when customers are not happy it affects our bottom line.
Today, we’re going to show you how our team at KaapiSoft helped one of our clients, who was faced with this challenge. We were engaged by their technical team and asked to deliver a custom Web Application that would drastically optimize workflow, efficiency and productivity of their technical and support teams. In this article, we’ll walk you through the exact approach we used, the solution, and outcome
Understanding the Scope of the Problem
As a leading IT service provider, our client was faced with a growing problem. Increased customer requests for traffic related analytics and reports were causing a workflow bottleneck, inefficiencies, and added work for their technical and support teams. This translated directly to their customers causing a sub-optimal user experience.
We Needed to Develop a Custom Web Application
Once our team at KaapiSoft fully understood the problem, we started examining the specifics of what the client wanted. The main idea was to provide a custom Web Application that would allow the clients’ customers to access the data directly instead of having to go through the customer support and technical teams.
Key Questions that Needed to be Answered
- What type of information should the customers have access to?
- How was this idea currently sourced?
- How could we provide this data visually?
How We Tackled this Web Application Project
Here’s a brief overview of our approach:
- We understood their systems and knew what information the client wanted their customers to see
- We brainstormed the best way to present the data visually and so that it was user-friendly
- We acknowledged the kind of access management and user management they wanted to offer their customers
- We presented visual mockups on how the user interface and data can be presented, as well as proof of concept so the user could interact with the data
- We met regularly with the client for updates and feedback
Here’s the exact solution we implemented:
- Developed a Technical Information Portal where customers could access their data and accounts in real time
- Support integration was added so the customers could now create, respond and track history of support tickets
- Included an option where customers could directly request additional services from within the Portal itself
Planning and Decision Making
We started by creating visual mock-ups that showed exactly what the user interface would look like and how the information itself could be presented to their customers. In addition, we created a proof of concept so that the client could experience how their customers would interact with the data.
The client then decided on the options that were most important to them and we began building the Web Application. Throughout the process we had regular meetings to ensure that everything was going as planned.
The solution addressed all their concerns, both customer-facing and backend. Plus, the outcome was extremely favourable to all parties involved.
Snapshot of the Results
Here are the results:
- Increased customer satisfaction and overall user experience
- Drastically enhanced product quality
- Improved team productivity and efficiency
- Decreased unnecessary workload activities
Most importantly, the Technical Information Portal offered our clients’ customers new valuable features, such as rich visualization, and reporting flexibility which made it easy to export data in different formats.
Conclusion
In this article, we’ve highlighted how we were able to improve customer satisfaction and team efficiency with a Web Application. If you are currently battling with technology related inadequacies and meeting customer demands, or both, this article should serve as an example that what may seem impossible is in fact very much achievable. By streamlining workflows and allowing the technology itself to provide the customer solution rather than the team members, you can ultimately reduce unnecessary tasks, while significantly improving productivity.
At KaapiSoft, we’re here to help you with your technology related issues. So, if you are struggling don’t hesitate to contact us. Let’s talk about the problem and find the best possible solution together.