24 July 2014

Transformative change for Dimension Data to increase customer loyalty

Prospect is currently working on 2 cornerstone systems that aim to support Dimension Data’s strategic change towards becoming a highly customer centric service organisation and, with that, meeting an ambitious financial growth target over the next 3 years. 

Dimension Data, part of the NTT group, is a global leader in the provision and management of specialist IT infrastructure solutions and services. With operations in over 58 countries, over 23,000 employees and over 6,000 clients, Dimension Data has enjoyed stratospheric growth but recognises that to remain at the top of client’s minds they need to constantly innovate.

Prospect has been commissioned to completely redesign 2 of the company’s core customer management platforms into a highly efficient, desirable and usable service, by introducing user centred design to a classic IT driven top down company. The quoting system of the complex product portfolio and services aims to dramatically reduce turnaround from 1 month to 24 hours and as a result reduce costs, reduce training and ultimately retain and win new clients. As a second challenge, Prospect is currently designing a global customer management tool that unifies disparate human interactions and technology platforms into a one-stop-shop that will monitor and manage the client’s IT health and Dimension Data’s performance.