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Enterprise + Service Design: Redesigning work processes to improve visibility, alignment, and responsiveness for better customer onboarding and service delivery.

Challenge

Merchant Link, one of the top payment gateway and data security providers in the world, wanted to reduce the time it took to finalize sales and get customers up and running on their service. They needed help aligning their executive, sales, customer support, and operations teams for an end-to-end review of their sales and onboarding processes and service responses for internal team collaboration and external customer support. Merchant Link wanted a consultancy to guide their team through a holistic review of their processes and provide solutions to align sales, customer support, and operations for better outcomes.

Approach

Experience by Design (EBD) started by presenting a high-level plan and timeline for the project to Merchant Link executives and members of the project team. The plan called for a brief discovery phase to unpack the current state of things and provide input and direction for a follow-on solutioning phase of collaborative interdepartmental workshops. These workshops would use a service design framework to help the Merchant Link team align and rethink roles, responsibilities, processes, tools, and needed outputs more holistically from the perspectives of internal users and customers.. 

Once the plan, timeline and proposed approach were approved, EBD began the discovery phase with stakeholder interviews and collecting process documentation and sample work products and outputs for review. We used these to model the steps, work activities, dependencies, and other aspects of the existing processes into a single diagram. EBD and members of the Merchant Link project team were able to identify areas of misalignment, gaps, and a number of pain points that negatively impacted efficiency. We documented the issues and proposed solutions in a findings brief that was presented to Merchant Link executives, members of the project team, and key stakeholders.

Using the information and insights from discovery, we moved on to creating a proposed solution. This phase of the process centered on collaborative process alignment and design workshops involving representatives from sales, contracts/legal, customer support, and billing operations. Two key challenges identified during discovery were:

  • The misalignment and gaps in processes and information needed to get a customer in the system and “ready to bill”
  • A lack of visibility between the legal and operations teams regarding contract terms, and clear triggers to inform the latter to begin the client onboarding once a contract had received final approval and been signed by all required parties

These and other challenges created hurdles and inefficiencies that resulted in time lags and extra load on the customer support and operations teams.

During the workshops, we worked collaboratively with the Merchant Link teams to create a series of concept models to align key concepts and artifacts, and to help us rethink workstreams and processes in ways that would reduce friction and improve performance and service delivery across the sales and customer onboarding lifecycle.

Result

EBD provided Merchant Link with a detailed analysis of its existing onboarding and new customer support operations, identified what was working well, and provided recommended changes to improve alignment and performance. To guide the necessary changes, EBD provided Merchant Link with documentation for new processes that would unify work activities, provide the necessary work outputs, and help formalize interdepartmental collaboration. This resulted in more efficient onboarding of new customers and improved performance for the business.

List of Services

  • Business Process Analysis + Redesign
  • Service Design
  • Project Planning + Management
  • Collaborative Design Workshops 
  • One-on-one Interviews + Contextual Inquiry
  • Concept Modeling
  • One-on-one Interviews + Contextual Inquiry
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