Improving Search Efficiency for a Multinational Software Corporation
Case Study: Customer Success Database
A multinational computer software corporation specializes in speech and imaging applications that enable people to better use technology. Their sales team was looking for a better way to manage their customer success stories, as their current system did not offer search or filtering capabilities, which made it impossible for sales associates to find customer success items on their own. Instead, the corporation was using a highly inefficient process in which the sales associate had to contact an administrator who then went through the entries one by one to find the relevant items. The sales team needed a more efficient way to find entries, so they reached out to Aciron to help them create a customer success database that would allow them to better leverage the information from the database for marketing purposes.
Aciron began the project by working collaboratively with key stakeholders to validate and analyze the requirements and strategic direction for the application. After discussing a high-level overview of the system, Aciron performed a current state assessment to pinpoint areas for optimization, thereby ensuring that the client will derive the most business value from its technology investment. While the focus of this project was on automation, Aciron also worked with the client to reengineer their customer success information dissemination process. Instead of requiring administrative intervention to obtain a customer success story, the database allowed any user with the proper credentials to search for relevant stories. Another important function that was defined was the administrator reporting function which was designed to give administrative users key insights into how that application was being used.
Once the requirements and processes were finalized, Aciron created storyboards and process flow diagrams to visually articulate the layout, terminology, and functionality of the system. The database and application were developed according to these documents, while continuously maintaining an open line of communication with client stakeholders. An interactive, collaborative process with the client helped to ensure the long-term success of the application through flexible updates to the system.
Aciron built a custom database and web-based front-end application to organize the client’s customer success stories into a searchable document repository. The web-based application provides a secure, user-friendly front-end for the database, which allows users to search for relevant success stories in a timely manner. Administrators are also able to manage users, add or edit success stories as necessary, and generate reports on system usage to allow them to better create and curate the content available to users. Since implementing the application, the sales team has been able to easily find relevant information much more efficiently in this database, enabling them to better achieve their business goals. The new customer success database adds value to the client’s organization as a knowledge, collaboration, and document management tool.