Digital Transformation
Excited to keep the momentum going with our video series on digital transformation! We're focused on streamlining processes, enhancing user experiences, and driving growth through innovative, design-led digital solutions.
Does your app or service feel like it’s holding you back? Watch the video below to discover how cutting-edge solutions can take it to new heights.
Customer Service Nightmares
00:00:00:00 - 00:00:38:28
Have you ever called your cell phone carrier, maybe you have a question about billing or you're having a technical support issue, and they make you jump through all kinds of hoops to validate who you are? Then you have to explain them and listen to the inevitable. Are you sure it's turned on? And are you sure you're not holding it wrong?
And then they tell you that we're going to escalate to either technical support or to someone in billing, and you're like, great. Then you go on hold again, and then you wait five minutes and then you, the person comes on the line and then they say, how can I help? Like start completely from scratch and explain to me all over again what your problem is.
A Classic Digital Transformation Project
00:00:39:00 - 00:01:11:11
Let's continue our video series with a focus on accelerating digital transformation. We help your organization streamline process, enhance user experience, and foster growth through innovative, design-driven solutions. Since 1963, one of our clients has been dedicated to supporting the signage industry by providing custom made-to-order signage solutions. And they engaged us to help them with a classic digital transformation project to identify and mitigate bottlenecks in both the sales and the service process.
Our Process
00:01:11:11 - 00:01:38:03
Right. The legacy system relied on emails and phone calls to facilitate sales and customer service. So again, we start with a targeted qualitative discovery focused on the internal service reps. And then also some of their resellers. And patterns emerge right away. Too many emails and different inboxes, phone calls to different service reps. We even observed that resellers would only call during certain times of the day.
The Outcome
00:01:38:05 - 00:02:012:02
You know, in the slim hope that they would connect with the same service rep again, avoiding the classic customer service blunder that we described at the beginning of this thing. Starting from the beginning with each call and or email, it's very frustrating. Our solution was to design and build a consolidated messaging system that would allow any service rep to very quickly digest the complete history of an order or a service event. And then finally, we designed an updated ordering system to dramatically improve the volume of self-service quoting and ordering, eliminating bottlenecks observed from the start of the project.
Ready for an App Refresh?
00:02:12:22 - 00:02:31:09
This is not uncommon. A lot of this kind of stuff goes on, and if your app or service feels like it's holding you back, why don't you tell us a bit about your app or service in the comments below.We'd love to take a look and see how we can help. Or visit krutsch.design and schedule a free consultation. We'll help you turn things around.
End Note
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Ken Krutsch is Founder & President of KRUTSCH, a digital product design firm. From concept to delivery, KRUTSCH specializes in designing consumer and commercial applications. We generate and execute ideas, finding opportunities for our clients to innovate. Because solving the right problem builds careers, organizations, and professional relationships.
Follow KRUTSCH on LinkedIn to read the follow-up posts in the series.
