That time we simplified back office for Customer success at Cappelen Damm
Cappelen Damm is Norway's biggest book publisher
Key challenge
Cappelen Damm saw increased customers on the new subscription service. To meet the increased volume, there was an increased amount of inquiries coming in to customer success as well.
Unfortunately, at this early point, customer success had no system to help these customers, and our development team had to engage with all the inquiries.
Goal and outcome
The goal was to provide customer success with all the tools they needed to solve incoming requests.
The solution was to build a flexible interface based to support internal processes. To begin with, this interface provided customer success team with tools to help customers cancel subscriptions, check statuses and learn about products.
Cappelen Damm went through a digital transformation. Our goal was to modernise their book store, subscription services, and related platforms.
Useful learnings during insight phase
By interviews, we discovered that efficiency at all cost is less important to Customer Success than anticipated. Customer success wanted more insight into a customer to be able to converse better and potentially upsell.
By looking at reporting numbers form legacy systems, we identified the most usual cases for calls and focus could be shifted towards them.
The back office in depth
In back office, any authorised employee can view, change, and edit customer records and more.
Project methodologies
Insight
- Interviews
- Review of legacy back office system
- Customer journey
Define
- How might we's
- Wireframes
- Jobs to be done
- Flow charts
Build & iterate
- Prototyping
- Usability testing
- Adjustments
Deliver
- Technical review
- Iteration with devs
- Documentation