Design Sprints, Prototypes
Customer Service at Sanoma wanted to update their knowledge portal, bringing it up to speed with current technology and bringing down time needed per phone call.
Starting with customer interviews with the employees at customer service, we soon discovered that to make the new knowledge portal a success, some processes needed to be changed as well to anticipate questions from Sanoma clients.
Only three months after the initial assignment, we delivered a new knowledge portal and implemented new processes at customer service for optimal results.
Sanoma Customer Service