Case Study
Reimagining one of the largest support organizations with a customer-centric transformation
CLIENT
The client is a global technology company that designs, manufactures, and sells a comprehensive range of computer hardware, software, and IT solutions. Its offerings include personal computers, servers, storage devices, and enterprise solutions aimed at empowering businesses and individuals to drive digital transformation.
CHALLENGE
Fragmented, asset-centric support approach negatively impacted customer experiences
The client, operating a very large customer support organization, faced significant challenges in delivering a seamless omnichannel support experience. Customers using multiple devices and channels to resolve queries experienced a disjointed journey, especially when transitioning from self-service to assisted support. The company’s internal support was fragmented due to a siloed approach, with a lack of coordination between various support teams. Customers were not fully utilizing the available multi-channel support systems, resulting in a painful customer experience that affected satisfaction and loyalty.
The existing support model was asset-centric, focused on managing technology rather than solving customers' problems in a human-centric way. This issue prevented the client from delivering intuitive, seamless customer support experiences that could meet the growing demands of its user base across various omnichannel platforms.
TRANSFORMATION
Designing a human-centered, omnichannel customer support experience
The UST Evolve Design team stepped-in to completely reimagine the client’s support strategy using our Design for Happiness (D4H™) methodology. We recommended a fundamental transformation in the company’s approach from asset-centric to human-centric, focusing on improving customer experience with an empathetic, deep understanding of its users. The goal was to build an effective omnichannel support strategy that made every interaction more personal, intuitive, and efficient.
By conducting extensive journey mapping of the customer support process, the UST team immersed itself in both the end-user experience and the workflows of the internal support teams. Our qualitative study revealed key pain points across the multi-device, multi-channel support environment. This insight enabled us to create a comprehensive strategy that put the customer at the center of every support interaction.
Using detailed journey maps, the UST team illustrated the need for a more holistic support strategy that bridged gaps between various channels and devices. The unique human-centric approach ensured that support experiences would become more effective and responsive. By integrating predictive support features, we proactively addressed customer needs, reducing escalations and improving customer satisfaction.
As a result of the transformative engagement, the client now delivers a seamless, human-centric support experience in which support teams work together cohesively across different channels, providing smooth transitions from self-service to assisted support.
IMPACT
Happier customers, lower costs, optimized processes
By adopting a human-centric approach to customer support, the client successfully transformed its support organization, making it more effective, responsive, and aligned with customer needs. UST’s D4H™ methodology combined with powerful journey maps delivered these business benefits:
- Accelerated issue resolution—significantly improving the customer support experience
- Enhanced customer satisfaction—thanks to a more personalized, predictive, omnichannel support strategy
- Lower support costs—by streamlining processes and better utilizing internal resources
To learn more, visit UST Evolve Design.