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Two “Design Sprint” workshops comprised of volunteers from different services have turned their development focus to two digital tools offered in our service proposal: Easy Spare Parts and Haulotte Diag.
The Design Sprint is a method of innovation that aims to accelerate the resolution of problems and creativity within the company. The objective is to meet the needs of users and customers quickly and at minimal cost. The Design Sprints last 5 days, during which a small team goes from a problem to user-testing a prototype.
Employees, customers, partners … all of Haulotte regularly uses the tools developed by the digital customer service team!
The team has been working in-house for a few months to rethink its positioning, in order to better respond to changing needs. “The Project Leaders become Project Owners, which means that they are no longer limited to the product launch. They monitor it and gather feedback from businesses so that they can develop it in line with expectations, thereby improving its performance.”, explains Mathieu Parent, Digital Service Manager. This new position encourages product optimization, to deliver an even better customer experience.
Implementing this sustainable support makes it possible to provide tangible solutions to the various businesses within the Group, for example, to the technicians who use Haulotte Diag to repair or program machines. “We have to develop the Haulotte Diag application so that it can meet the additional needs of technicians; carrying out operations, access to documentation, and so that they are always compliant with mobile environments, which themselves evolve very quickly. This forces us to improve our skillset, to put in place a process that is much more flexible: this is what brings us our new position of Project Owner,” says Marine Fargetton, who specializes in Technical Support & Supply Chain.
To ensure follow-up on proposed solutions, the digital team has implemented an effective method, claims Samir Timijja, User Experience Manager. “We interview customers and businesses to gather their needs, then we write a roadmap, to which we add a lot of monitoring”. This involves all of our digital tools, even the websites intended for customers and partners, such as Easy Spare Parts, E Technical Information and even the training platform for the service.
Thanks to the digital services team’s new position, the Project Owners will be able to monitor the application of their tools over time, and optimize them regularly. “This continuous development will also enable us to attract new users and new customers,” concludes Maxime Leclerc, whose mission is to identify new digital marketing tools.
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