In a cluttered highly competitive industry, customer experience is the only way to stand out, nothing beats happy customers. Should your team build this experience? Or should you buy a ready solution?
A painful transition of business processes to the cloud, only accelerated.
Covid-19 did nothing but accelerate the transition of business processes from the real world to the digital one. All businesses are trying to figure this out, but hardware businesses are the ones feeling this need even more. When a business’s true expertise is building physical products, it’s hard to pivot in day and night to the cloud age, with the plethora of customer experience management solutions out there, with feature A and feature B, all competing for their money. In this week’s interview, Remi from DessineTonMeuble shared with us their experience as a company on the matter. They listened to their users early on, and they were ready for the pandemic.
The old archaic way reinvented.
For decades, hardware manufacturers used “user manuals” as the first layer of support for their customers, and in an age where any type of communication was hard, that was understandable. Things are different now, but the regulation is still the same, manuals are still required.
DessineTonMeuble had the idea of merging both worlds together, they built their own Customer Experience Management solution, based on step-by-step manuals. Their customers are assembling furniture by themselves, and paper guides weren’t cutting it. There was a need for something more interactive (not a video…), something more immersive (not virtual reality…), all while being accessible.
A web-based simulation, a 3Dmanual!
Build or Buy?
5 years ago, these solutions did not exist on the market, so innovators would be encouraged to take their chances and create software themselves. That is what DessineTonMeuble did, they innovated. This has proven useful for their customers. The team knew what the users needed and built it just for them. It is almost 2021 now and things have changed, solutions are available on the market. And while undoubtedly CTOs will tell you “we can build that”(and they can, and most certainly they will “try”), you’ll need to way in the investment, in terms of time, cost and expertise.
1.Time: expect at least 2 years of development
2.Cost: 2 years times: 2 developers, 1 designer, 1 project manager, looking at 300k EURat least.
3.Expertise: 3D tech expertise, mobile applications expertise, web applications expertise, 3D UX(yup, that exists)
Okay, Buy then, what should I look for?
Many solutions are on the market. However, at the end of the day, we encourage you to take two variables into your consideration. Your customer’s happiness, and your team’s comfort.
1.Customer happiness: In 2020, user experience dictates who wins and who does not. Thus, make sure to provide your customers with the software that provides the best value possible.
2.Team Comfort: do not forget that you are buying a customer experience “management” software. In other words, your team will be using the software to communicate with your customers. Happy employees are key to your business’s success. UX matters in the workplace too.
Who am I and why you should trust me?
Well Hi! I am the founder of Onboard, and I spent 5 years of my life working on 3D and spatial UX, basically the art of human interactions with 3D digital objects. I joined forces with my friends, and our expertise as technical founders lies in cloud software,3D, and CRMs. And we built Onboard just for you, click here and we will build you the first manual ourselves.