For the client’s Customer Service and Support (CSS) personnel, the existing process for creating and updating sales orders in the SAP system was cumbersome and time-consuming. Two sites with over 40 CSS staff generated 70% of the organization’s entries, with 40% via email/fax and 30% via phone. The Mindset team started on the project by researching specific user pain points, identifying order entries with errors, and studying blockages along the user journey. After conducting user studies in SAP Build, the team delivered a user-centric solution that reduced sales order entry time, training requirements, and email interactions. The solution positively impacted the business unit and provided a superior customer experience.
Using Design Thinking methodology, we distilled the complex flow (upper right) to a simple access screen for the end users.