Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, Dimension Data accelerates their clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity.
Through Prospect’s holistic design process, we have empowered the organisation to transform from an IT-centric to customer-centric market leader by defining new experience standards, turning customer and employee experience challenges into measurable gains and delivering smart, self-serve omnichannel experiences that connect people with the brand.
With offices in every corner of the world and regional sales teams, Dimension Data requires consistent sales tools and real-time service availability information to empower their pre-sales and sales teams to engage new clients effectively.
The challenge was to simplify a highly intricate system and to create a flexible, extendable tool that is not only easy to use but helps sales teams do their jobs easier, allowing them to focus on providing the best in class service for which Dimension Data is renowned.
Usability testing and stakeholder sessions revealed that the sales team relied on other platforms, sources and people to obtain service information, resulting in a challenging and time-consuming process. The content was not perceived as up-to-date or the best source of information. Service information was published across multiple channels, resulting in inconsistent and out-of-date information, hindering optimal sales processes.