I.Am.Community Customer Data Solutions

Client: A leading Software based Company

Background

• The Client’s Customer Experience team wanted to provide a single platform for all of the product teams within the Business Platform Division to access information about customer feedback tools and processes.
• Previously, these tools and methods were scattered within different product teams within the division and were not accessible or standardized.

Scope

• The tools were arranged with a need base grouping built on whether the user was interested in better understanding the customer, making product decisions or identifying problems with the existing product or beta versions.
• Once the method was selected a consistent action oriented navigation panel was exposed allowing the user to easily navigate through the material and find out About It, Learn it, Use it, Launch it, Results and Resources.

Project Execution

The tool was built on SharePoint 2010 using an iterative development approach in parallel with the content creation/editing efforts under a strict deadline driven schedule.

The site was launch to great fanfare at the global team meetings and received great feedback from the early adopters.

It set the bar for new work that is underway to complement it with tools for external community engagement and feedback on potential features to enhance and extend BPD products.