This Fortune 500 company had a goal of creating a consistent customer service experience across their nationwide distributor network, which would ultimately enhance distributor service sales and profitability. Mastermind One80 was contracted initially to update and edit the technical service operation system content currently in a binder format. M180 began by interviewing distributors on the usability and content of the current system, which resulted in a recommendation to project team to change from a less referenced “binder on the shelf” format to a user friendly, web ready format, accessible online with an ultimate goal of web delivery.
The project manager said after national launch of the new service operating system, “Distributors are already giving positive feedback on the new system format and easy to understand content”.
