Virtual Office and Customer Service Platform

Christian Rusterholz

Posted: 31 August, 2021

Challenge

To improve customer service by means of a self- service digital space.

What was our approach?

Customers had to go to the customer service center for all procedures and consultations. This lead to too much work and delays. In order to overcome this challenge, we designed and constructed a digital product which encompassed the complete life cycle of the development, including survey activities with users, journey maps, design, development, testing, implementation and evolutionary support.

For development, we used Angular and Bootstrap for the website and for the mobile version we used Apache Córdova in order to be able to reuse part of the web.

Benefits

• An 86% reduction in the emission of payment coupons at branch offices
• Improved customer satisfaction
• Reduction of the employees´ workload

My role

As technical leader I was involved in the entire project from beginning to end, including strategic decisions.