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

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

Company Size
1,000+
Region
  • Europe
Country
  • United Kingdom
Product
  • Axure RP
  • SAP
Tech Stack
  • Axure RP
  • SAP
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Customer Satisfaction
  • Digital Expertise
  • Productivity Improvements
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
About The 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.
The 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.
The 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.
Operational Impact
  • 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.
  • The project manager at National Grid could be fully engaged throughout all the design sprints, building trust and eliminating the need for rework during the development cycle.
  • The new system made it easier for National Grid to follow through on commitments and ensure that customers get call backs when they’re promised.
Quantitative Benefit
  • Reduced the time to log customer complaints by nearly 80%, from 40 minutes to just 7 to 9 minutes.

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