Phil Keiken
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EVOLUTION OF A COMPREHENSIVE SALES DESK APPLICATION
A leading global supplier of communications and security products, electrical and electronic wire and cable, fasteners and other small components. This customer helps specify solutions and provide systems delivering data to make nformed purchasing decisions.
The ability to manage over 100,000 customers and 450,000+ products across 50 countries would pose a challenge to most organizations. The process to deliver a cohesive and streamlined experience to customers was disjointed, stunting growth opportunities and degrading customer confidence. The company relied on numerous manual stages during the customer relationship management and sales & service cycle with touch-points in inventory management, accounting, operations, and distribution. Multiple legacy systems, disparate data sources and web properties were being utilized and this fragmentation and duplication of information was leading to errors and performance bottlenecks.
01. RECOMMENDATION
1. Perform a current state audit on the user behavior and 'day-in-the-life'
2. Perform analysis to identify user personas, scenarios and flows
3. Craft a solution to integrate multiple legacy systems into a single unified interface
4. Generate BI Dashboards exposing Macro & Micro-level data views
02. Results
1. Increased efficiencies through reduced application hopping
2. Decreased tedious manual processes
3. Reduced time from quote to distribution
4. Enabled full transparency to information and life cycle stages
'Phil was instrumental in the success of our project. Not only did he lead the user experience effort, he educated executive leadership and drove organizational adoption of the UX Process.'