Background

Our client was implementing two new IT systems to enhance the service that they provided to customers. One system managed online billing and another provided online billing reporting. Both systems would involve a new interface and improved information access to their customers.

The organisation had identified three key customer groups that would use the systems: business customers, enterprise customers and government customers.

Driver

To assist their customers in using the new systems, this telecommunications organisation wanted to develop resources to support their customers when needed. Each customer group needed to be fully considered and accommodated in the design of each resource to ensure their needs were met.

What we did

TP3 was engaged to determine the requirements and develop the resources, comprising tutorials, demonstrations and User Guides, to enable the customers to quickly acclimatise to the new systems.

The project involved: 

• Determining the learning and information needs of each customer group that would use the new systems
• Designing a learning portal to host the information for customers
• Creating online tutorials that introduced the system's features, specific to each customer group
• Building online system demonstrations that promoted the systems and their features to each customer group, and
• Preparing User Guides for each customer group that complied with applicable legislative requirements, were printable, and would be a suitable alternative to the demonstrations for low-bandwidth customers.

Business impact

Because of the resources that TP3 developed, our client was able to launch its business systems in a timely manner, knowing that the systems' users were fully supported and their needs met.

More information

For more information about this case study or to discuss how TP3 can help you to better serve your customers, please contact us on 1300 658 388 or email info@TP3.com.au.