Learning Launches Design Tools.

Challenge        I am a new employee in a smartphone Company in the customer service department  which supporting maintenance benefits for their customers. When I started my work, the  company was moving from the old fashion program to CRM SYSTEM (customer  relationship management).the program can help us to do a lot of things like:     1- The easy connection between customer data and their own insurance & warranty.  2-Achieve direct and constant contact with our different departments.  3-Providing a clear archive for our customers and delve deeper into the customer‘s     interest and their thinking.  This experience was good when we applied to our main galleries, but we decided  to extend that to include other clients who go to the small shops in their neighborhoods  and countryside far from the cities to meet their needs and buy our products from them.    Selection     My colleagues have already gone through several design thinking activities, and our  managers asked us to merge quickly for the new system and hardworking to develop a  new idea about that. In general, the learning launch is an experiment meant to quickly  test an idea and learning from failed experiences that can be developed after that.    Application

-The first learning launch experiment, we focus on training our sales representative after  the company uses our IT office team to coach them on the new software. During that they  knew advantages & disadvantages CRM, so they can use it for their different daily tasks.  Too, they were able to persuade small shops to apply the new system treated for  customers.

-The second learning launch experiment, we focus on choosing some people in  smartphones market around the Syrian regions who have a small shop for selling our  products to the end-user and we persuaded them the ability of the CRM system to solve  their problem with clients whose suffer from activating insurance and warranty on their  devices because they didn’t buy it from our main galleries.

-The third learning launch experiment, we focused on the smartphone customers in two  domains: (gallery & small shop clients) by writing their notes and opinions about the  different services provided them through CRM from the company and what would they  like and dislike in our new utilities.

The learning launch design tools were very active in this cheapest small experiment  because we can know what the problem is facing soon and what would we doing to solve  it.

Insight

Wows, that sounds grateful. Through this mini experience which mixed between learning  launch design tools and our experiment we have become a new vision for the smartphone  market in the Syrian origins.so, we can make a new decision for the features company.

The most important causes prevented us to start the CRM system in the small shop are:

1-we have a lot of salesmen who have different age categories. And, some of them  believes they can’t use a new system because it is hard for own brain in their advanced  ages.in order to, most of them had difficulties in their English language system.

2-There are wide differences between the mentalities thinking in our company method  when we build contact with customers which focused on the deeper needs and met it, on  the contrary small shops focused on raising monies by ignoring what the clients want  inside them.

3- We need the legal text between us and the small shops to ensure the quality of services  with customers.

4-In the Syrian market we have many companies which meaning to introduce the same  products from the unknown source and low prices from us, so we should clarify that to  the customers. Because we have an exclusive agency to sell and distribute products from  the mom-company.so, we would be marketing more than about this and what are benefits  to connecting between customer’s data with their mom-company.

5- As a company, we need to re-evaluate our spread in the Syrian market and what is the  ability to spread by small investments booths in the faraway areas from the main cities.

Approach

As a team company, we have a new faith <Design thinking for every spotlight> after  this experience, because we increase knowledge about what is Design thinking for a new  idea and what we do in the future, how do we ethnographic research about the customer  thinking and how do we empathize them.in order to have become new tools like (co- creation, storytelling, visualization, ----etc.) which help us to do more communication with  customers passion and their emotional side about our company services. So, in the next  spotlight we need to create a plan from A to z depending on design tools as we learned  in the course.

Thanks for reading

