Customer & Partner Experience Digital Transformation

Challenge

Microsoft’s current CPE training was run as an in-person program. Its purpose was to empower anyone within Microsoft or partnering with them, to highlight and set about solving any business related problem they observed.However, it was an expensive and time consuming process to train users and there was no digital version of the training.
Microsoft wanted to build a digital version of this in-person CPE training program to save time, travel and cost on the training process.

They wanted to understand how this could be done, if it would be successful and what it would need to do.
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The CPE program allowed Microsoft staff and partners to formally identify and quantify any impactful business problem and have it evaluated by the central CPE team.If approved they would receive training, empowerment and a team to solve the problem, for the betterment of Microsoft’s working processes and their client’s.

Our approach

We carried out extensive UX Research with all relevant Microsoft teams, some partners and all potential user groups.

We attended and evaluated the current physical training.

We examined the current CPE process and available software.

We reviewed the approval process for possible automation.
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We tested UX functional prototypes with the CPE team, the trainers and many staff who had been involved in CPE programs.
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We recorded the time and cost metrics involved in the current CPE processes. We evaluated the new functionality and service design processes against them to show measurable improvements in efficiency and value from the digital transformation.

Outcomes

We delivered our UX Discovery report, Service Design recommendations and a full eCPE UX functional prototype.
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We showed the improved processes and saved training time and cost benefit metrics.

We worked with the developers and the stakeholders to see this through to the conclusion of it’s build and successful launch.

Benefits

Microsoft saw a 33% reduction of the need for physical training attendance.

Users were able to access a single interface for eCPE programme application, approval and administration.
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We increased the awareness and engagement of the eCPE program by 40% and reduced costs by 30%.
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Each eCPE project is focussed on better business process, increased customer/partner satisfaction and operational expenditure savings. Thus the increased number of successful eCPE projects initiated and delivered are benefit metrics in their own right.

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