After gathering qualitative information, we looked at the data. Together with Avaus, we found some valuable insights: like how 1% of their customers stood for 25% of their turnover, and how a high intake of new customers concealed an equally high churn rate. With this knowledge we compiled a list of problem areas and prioritised those that would have the greatest effect in the shortest amount of time.
We knew that the best solutions would benefit two user types at the same time: customers and employees. One of our main metrics was reducing the minutes the sales team had to spend on the phone. A major part of phone time was helping customers estimate costs. While difficult to do over the phone, it could be done in seconds with the right tools. We set out to do just that.