What evidence can you share that demonstrates the impact of the engagement?
Creative Navy delivered everything we needed. We surveyed the sales force three weeks after implementation, monitoring the number of users logging in on a daily basis and time spent on the system. We measured a 30% increase in the number of leads being put in from May through August. Of the total realized sales contracts coming in, 40% of them were in the system and, over the last two months, they increased to 65%, which is very good. The survey showed mostly “satisfied” and “completely satisfied” responses.
Initially, the former system had a step-by-step process that couldn’t be bypassed and users couldn’t see the next step. Inputting information about customers was done in separate screens. Creative Navy put it all together in a nice looking interface, available at a glance as a profile. They made it easy for the salesperson to look at. We had an icon for the address with a building representation. Creative Navy came up with the idea to put suggestive icons next to the field that needed to be filled out, making it easy to lead the user from top-left to bottom-right. Creative Navy made the interface easier on the eyes using pastel tones and rounded edges. It was a night and day change for the people in sales.
Also, there are notifications that go from salespeople to team leaders for applying discounts, which sometimes require going all the way to the country director for approval. Previously, salespeople never knew when they had an approval, and always had to refresh the system and wait for it. The current system is very clear with notifications on top, ordered by priority. Along with the client details, there is info on what needs to be approved (pricing, product, etc.). If there is a new notification, it will pop up in the browser and allow them to follow through more easily.
One effect that we hadn’t anticipated is that it takes a lot less time to train salespeople on the new system. Given that they’re mostly around 24 years old, they are familiar with social media and the system is similar to that so they can understand it easier than their grandfather’s computer.
How did Creative Navy perform from a project management standpoint?
I appreciated that they were reachable and easy to communicate with. We used email, phone, and Skype for our discussions. There was constant dialogue. Whenever we had questions or ideas, we were able to get a hold of Creative Navy, have a quick conversation, and get things resolved. We also had regular project check-ins. I liked that we were partners and that Creative Navy didn’t act like a service provider.
What did you find most impressive about them?
I appreciated the open communication that made us feel like partners. Secondly, Creative Navy acted like a coach to us. We had the feeling of being taken through a complicated thing and they were making it easy for us to understand and tag along. They are experienced and know what they were talking about, and they were able to simplify things so that we were able to understand them. Thirdly, they had creativity and openness to explore new things. They were open to doing things from the ground up, like redesigning an icon on paper. Creative Navy did things in order to best represent us as a company and make us happy with a system we’d be looking at a lot, instead of using a stock icon from some web page.
Are there any areas they could improve?
There were no indiscretions from Creative Navy’s side.