Our Work
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Business Problem
Sauer-Danfoss needed to reduce time spent by staff on mundane service requests and provide up-to-date part specifications and 3-D model renderings and other information in a timely manner to their customers to increase customer satisfaction and retention. Sauer-Danfoss staff needed to focus their time to handle more sensitive custom requests that require special assistance.
Goal
The overall scope was to design a customer extranet that allowed Sauer-Danfoss customers to access product information, specifications, and interact online to perform other functions related to their work processes. This extranet was also core in building brand equity in the customers that felt they were behind the competition.
Approach
Spindustry conducted several analysis meetings to ascertain user and customer types (as well as reviewed extensive user research that was completed as part of the public site re-design effort). Then we prioritize featured functionality for each of the groups to provide a road map for the vision for the customer extranet. The project methodology used combines the best of a traditional system development life cycle and the rapid prototyping model. This allowed the project to move forward with adequate documentation while also site design (currently under development) was used as a framework and inspiration for the recommend visual design for the extranet--with some clear differences in the interface to help orient the user when they are in the extranet and give them tools for additional self service.
Solution:
The solution is to implement a Sauer-Danfoss extranet that will help reduce the demand on employee time in handling customer requests and at the same time enable the customer to retrieve what they are seeking and achieve a higher level of personalization and service. It will offer:
- Improve management of product information, pricing and delivery
- Increase customer satisfaction and timely delivery
- Decrease the demand on Sauer-Danfoss employee time regarding product support
- Offer online customer features
- Increased tracking
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