Global Media & Tech Company
This company’s customer-facing employees were bouncing between separate tools to hunt for answers to customer questions. Now there’s one platform, and the answers come to them.- Research & Product Strategy
- Product Design & Build
- Embedded Teams & Staffing
- AI Strategy, Design & Build
- Design Systems & AI Enablement
Overview
Some details in this case study, including the client’s name, have been withheld. Discretion is part of how we earn trust. We’d protect your organization the same way. We’ve had a long-standing partnership with the team behind this global media and tech company’s employee-facing tools, the ones that connect technicians, sales, and support reps to customers. When we started, every role had its own application, and none of them talked to each other.Representatives switched tools mid-conversation, just to answer one question. Together, we unified those tools into a single platform and built the design system underneath it, so new capabilities stopped starting from scratch. What started as a small team has grown into a group spanning strategy, design, content, and engineering. That same foundation now carries the organization into AI-supported systems that resolve customer needs without a phone call. The trust has held through reorgs, leadership changes, and a full shift in the underlying technology. The relationship has grown from fixing one broken system into shaping what comes next.
About This Client
A global media and technology company serving tens of millions of customers across a network of retail, technician, and support operations.
The same strategy that unified employee service tools now powers AI-enabled self-service for customers.
Results
- Problem
Customer service representatives used a different application for every function, including retail, technician, sales, and support, just to serve the same customer.
SolutionWe helped the organization retire those separate applications and move representatives onto one role-customized platform, so every team works from the same view of the customer.
- Problem
Teams were building each new tool feature from scratch, with no shared components to reuse across the growing set of customer-facing applications.
SolutionWe helped establish a shared design system that the client’s team now owns, so new capabilities launch faster and stay consistent across every space.
- Problem
The planning process wasn’t built for the pace this initiative needed, and there was no consistent way to track or report on work in progress.
SolutionWe helped the organization establish and train teams on an agile process, giving leadership visibility into progress and unblocking work faster when priorities shifted.
- Problem
Customers calling into the company’s automated voice menu and chatbot systems often got stuck in loops, repeating themselves without getting closer to an answer.
SolutionWe redesigned how the system interprets ambiguous requests, so a customer asking about an appointment gets routed to an answer immediately, not after several tries.
- Problem
The organization’s needs kept outpacing what its internal team could staff on its own.
SolutionOur embedded team scaled to match, growing from a small team on one tool into cross-discipline teams covering strategy, design, content, and engineering, working across a growing range of products.