Digital Customer Platform
Situation
Situation
Established over 50 years ago, DDI's digital footprint had never quite taken shape. Customers interacted with DDI primarily by communicating in person, over the phone, and through email with a DDI representative of some sort. The few online, self service options were all disconnected, with little knowledge of who the customer was or where they were in their journey with DDI, and all requiring the customer to create and maintain a unique username and password.
Established over 50 years ago, DDI's digital footprint had never quite taken shape. Customers interacted with DDI primarily by communicating in person, over the phone, and through email with a DDI representative of some sort. The few online, self service options were all disconnected, with little knowledge of who the customer was or where they were in their journey with DDI, and all requiring the customer to create and maintain a unique username and password.
Task
Task
To be honest, there wasn't an external push for this. Rather, I had an objective in mind to create a unifying and seamless customer experience and collaborated with everyone I could to get a better understanding of why we were here, how to get there, and who would need to be swayed to make it happen.
To be honest, there wasn't an external push for this. Rather, I had an objective in mind to create a unifying and seamless customer experience and collaborated with everyone I could to get a better understanding of why we were here, how to get there, and who would need to be swayed to make it happen.
Action
Action
I engaged a former consulting colleague with expertise in Microsoft Power Portals, and developed a proof of concept of a customer portal built on top of our existing customer relationship management (CRM) platform, in under two months.
Result
Result
After receiving a greenlight on the concept, I worked with a cross-functional team of product, tech, and marketing associates, coaching them through an RFP process that addressed both vendor and implementation partners. I also helped mold a feasible roadmap focused on expediting the delivery of MVP version of the platform, the completion of which is on track for end-of-year 2021.
