Streamlining a Leading Print Manufacturer's Success Story
"Hodgkinson McCambridge helped us transform the customer journey, leading to a 20+ point increase in Net Promoter Score and skyrocketing customer satisfaction"
A leading print manufacturer, renowned for its high-quality products and extensive brand portfolio, faced a rapidly evolving marketplace in the digital age. Customer expectations shifted towards seamless experiences, demanding a digital transformation while upholding its unwavering commitment to customer satisfaction.
From streamlining processes to creating user-friendly digital platforms, their story offers valuable insights for any organisation seeking to adapt and thrive in today’s digital age. It’s a tale of commitment, creativity, and the transformative power of putting customer needs at the forefront.
The manufacturer envisioned a future where customer-centricity resonated at every touchpoint – a seamless online experience, responsive customer service, and efficient internal processes. Our solutions translated into remarkable outcomes:
By prioritising user experience with an intuitive website redesign and responsive design, coupled with streamlined call centre operations and AI-powered chatbots, the print manufacturer delivered a seamless and efficient experience that delighted customers.
Proactive support through social media engagement and enhanced self-service options empowered customers, fostering trust and loyalty that translated into continued business.
Empowering customers with user-friendly self-service portals for product information, order management, and troubleshooting resulted in a remarkable 79% organic adoption, significantly reducing reliance on customer service channels and boosting customer satisfaction.
consistently exceeding customer expectations and actively responding to feedback, the print manufacturer cultivated a community of enthusiastic promoters, significantly boosting their Net Promoter Score.
How we did it
More than just interfaces and tools, the print manufacturer undertook a transformative journey that placed customer needs at the heart of everything they do.
Utilising insights through heat maps, A/B testing, and direct feedback sessions, we conducted a data-driven website redesign. This addressed pain points and optimised customer journeys, resulting in a 6% conversion rate increase.
We collaborated on implementing AI-powered chatbots for routine inquiries, optimised call routing, and unskilled agents. This led to a 35% reduction in average resolution time while maintaining a personalised touch.
We implemented a continuous usability testing program to ensure the website remained intuitive and user-friendly. This ongoing evaluation and improvement contributed to high adoption rates for self-service tools and overall customer satisfaction
Immersed in the journey, we crafted a seamless experience from browse to delivery. Personas guided design, prototyping ensured user needs were met, and testing refined each touchpoint. Proving convenience and success can go hand-in-hand.
Facilitating design thinking workshops fostered collaboration between different teams. This helped identify user needs and pain points, leading to the creation of user-centric components.
Partnering with the development team, we co-created a comprehensive design system with a shared code repository and established UI standards. This ensured consistency across platforms and streamlined development.
"This partnership opened our eyes to the power of design and its impact on our business"
By prioritising user needs, implementing cutting-edge solutions, and embracing a collaborative design approach, we achieved remarkable results. From streamlined self-service options to a user-friendly website and optimised call centres, every touchpoint was reimagined to deliver seamless experiences. The impact speaks for itself: a surge in customer satisfaction, increased operational efficiency, and a brand poised for sustainable growth. This success story serves as a testament to the power of prioritising customer needs and embracing digital transformation.