A digital transformation delivering internal and customer-facing solutions to simplify the quoting process.
Since 1963, Gemini has been dedicated to supporting the signage industry by providing custom, made-to-order signage solutions and components sold exclusively through authorized resellers.
The Opportunity
From research with Gemini’s authorized resellers, we uncovered an opportunity to leverage an existing web app that was well-loved by the resellers to consolidate order and status tracking with communications and transform the existing quoting tool to expand the use.
The Outcome
We took the sign-ordering process for the largest sign manufacturer in the U.S. and made it fully digital. The final product delivers internal and customer-facing solutions that streamline the quoting process and communication between Gemini and their customers.
The Goal
The goal was to create the ability (and preference) for resellers to message with Gemini through the partner portal, reduce the time that resellers have to wait for their quote and order documents, and expand the milestones communicated for the quote and order process with customers. Additionally, we needed to create a foundation to continue to enhance the reseller experiences to work with Gemini more efficiently.
The Design Focus
The primary design focus for Gemini's digital transformation involved moving all communication between internal Gemini employees and partners (customers) away from freeform email and phone calls. To achieve this, KRUTSCH designed a custom two-way communications tool, allowing for centralized messaging to take place within Partner Portal.
Another main focus was to allow for Gemini’s users to be more self-sufficient with the quoting and ordering process. To assist with this, KRUTSCH designed a HubSpot knowledge base as an always-accessible online product catalog. Using an innovative UX, we strategically linked the knowledge base as context-sensitive help everywhere within the app.
Secondarily, we designed and implemented a next-generation quote and ordering platform giving users the ability to submit custom quotes and orders within the app.
The Development Focus
The main development task was to bridge next gen digital tools with legacy manufacturing systems. Using a combination of proprietary designed software with off the shelf platforms like HubSpot, KRUTSCH removed bottlenecks in multiple areas including sales and customer service.
Starting with legacy platforms to manage manufacturing and resource planning, as well as internal workflow, KRUTSCH architected middleware to bridge these platforms to modernize the messaging, quote and ordering process.
Ultimately, the solution incorporated HubSpot for knowledge base and ticket management, along with custom designed apps for all aspects of customer-facing activity.
Getting to Work
KRUTSCH undertook an extensive learning phase through a series of workshop sessions, heuristic reviews and qualitative user interviews to learn about Gemini's products and their partners. This research gave KRUTSCH a better understanding of both the current and ideal internal and customer-facing processes for partner quotes and orders, as well as the current functionality of the Partner Portal. This groundwork was crucial for recognizing what was working, what was falling short, and what we needed to do make it better.
Based on what we learned, KRUTSCH developed workflows for user stories that addressed both the pain points highlighted in the research and the concerns of internal Gemini stakeholders.
KRUTSCH aimed to utilize existing Gemini processes to the fullest extent while crafting wireframes, focusing on introducing feature solutions that would be both beneficial and minimally disruptive.
These features were proposed to help reduce the backlog of quotes and orders, and to enhance the current Partner Portal UX.
KRUTSCH transformed Gemini’s quoting and ordering process by going fully digital, providing users with a smoother, faster, and more intuitive experience.
The web app replaces phone calls and emails with a centralized messaging tool, streamlining customer interactions. The context-sensitive HubSpot knowledge base offers tailored assistance, empowering users to become more self-sufficient as they navigate through the quoting and ordering process. Additionally, KRUTSCH has integrated modern digital tools with Gemini’s legacy manufacturing systems through custom-designed middleware, enhancing overall efficiency.
