Many rapidly-growing businesses find themselves tracking vital sales and customer orders in spreadsheets and folders and Medem was no exception. Their excellent product and service offer led to a strong flow of opportunities and orders. Before long, simple reporting on their sales pipeline was taking days. A new approach was urgently required.
Medem used an array of online software packages to keep tabs on vital business data. Many cloud-based CRM tools include unrequired features which increase their cost of ownership, especially in terms of training time required.
Medem’s file-based system had served them well, but the needs of growth and team revealed the case for change.
So the work with Human had three key aims:
Human Scope workshops mapped the key user journeys of the sales team to understand pain points and opportunities for growth. The sessions also established shared priorities for the app.
Human worked with the sales team to wireframe the whole app so the new journeys could be explored together as one team and ensure the work would lead to a more weightless and reactive user experience.
Over five fortnight-long sprints Human created a platform of critical services with user interactions built as a web app on top. Regular releases and rapid deployments enabled feedback from users to serve as oxygen to the production process.
Each sprint concluded with a showcase and review allowing the whole team to reflect on progress, integrate more long-form feedback and agree next priorities.
It started with the basics: people, places, documents and user access. After identifying the core relationships a simple version of the new service was released so the sales team could populate their real data. Doing this early on revealed obvious pain points and opportunities to improve - the team from Human updated the user journeys and integrated the feedback into the data structures and interfaces. Staying true to the principles of agile, significant progress and incremental improvements were made to the app as the weeks went on.
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“The team spends almost all of their time using this data - it’s the lifeblood of the business - so we thought it essential to respect and augment the sales team's attention and enthusiasm through a tailored and well-considered user interface.”
Christopher Charlton, Director of Strategy & Engagement
Having worked together to develop an energy monitoring application in the past, the team at Medem were excited about working with Human to transform their sales workflow. As soon as the app was released, attention was better directed and more value was realised from conversations supported by better data.
Developing an app which was mission critical from day one.
Data integrity and testing were really important, as was sharing responsibility for the results and next actions.
Innovating a process without alienating a team embedded in the existing methods.
The Medem work was done with them not for them. So it was the sales and management teams who invented the solution, with Human bringing technical skill and insight to make it a reality. This open and collaborative approach ensured everyone felt ownership and excitement from day one.
“We are different in the market, we aren’t just sales. To be competitive and offer the best service to our customers, our engineers, sales and factory need to be able to see clearly what we are doing for any one customer. For us, investing in bespoke software with specific features that integrate with other platforms has been worth every penny. We’re really excited to be working with Human to bring the benefits of the Medem Hub to more aspects of our operations.”
Stuart Mason, Sales and Operations Manager, Medem.