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

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

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

Technology Category	Application Infrastructure & Middleware - Data Visualization Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Utilities
Use Cases	Regulatory Compliance Monitoring
Services	Software Design & Engineering Services System Integration
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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Visualization

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Utilities

Use Cases

Regulatory Compliance Monitoring

Services

Software Design & Engineering Services

System Integration

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.

About Customer

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.

Solution

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.

Impact #1	Keytree created a new responsive and easy-to-use interface to the SAP backend system within the four-month timeframe.
Impact #2	The new system dramatically reduced the time to log customer complaints by nearly 80%—from 40 minutes to just 7 to 9 minutes.
Impact #3	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.

Impact #1

Keytree created a new responsive and easy-to-use interface to the SAP backend system within the four-month timeframe.

Impact #2

The new system dramatically reduced the time to log customer complaints by nearly 80%—from 40 minutes to just 7 to 9 minutes.

Impact #3

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.

Benefit #1	Reduced the time to log customer complaints by nearly 80%, from 40 minutes to just 7 to 9 minutes.

Benefit #1

Reduced the time to log customer complaints by nearly 80%, from 40 minutes to just 7 to 9 minutes.

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Overview

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

Operational Impact

Quantitative Benefit