The Problem

Our proprietary call center system, showing competitor information to agents, had very low adoption. Agents were presented mostly as explorable data tables and research revealed this was difficult to use during live calls.

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Outcomes

• Our launch increased adoption by over 200% (our agent user base grew dramatically)
• Our launch increased engagement by over 100% (engagement was lower than adoption because we decreased “dead-end” tool usage

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So What

Following launch, we scored high marks on satisfaction surveys for baseline and improvement. While we did not have “before” data, agents reported much more happiness with the tool than we had encountered during our initial discovery efforts during qualitative feedback.

In other words, we were the tool you WANT to use, not the tool you have to use.