How Human Experience Management helped
Meanwhile in an underbelly of DHL IT support, UK based Human Experience Management pioneers, Actual Experience were conducting a proof of concept. The AE team caught wind of the ongoing issues at DHL and the resource they had used trying to overcome. The team stopped the PoC right away and instead implemented a Human Experience Audit of the company’s entire digital infrastructure, fully deployed in 12 hours, assessing the human experience of DHL’s critical applications – including their troublesome CRM.
Why is this important?
When the HXA Report made its way to DHL’s key decision makers, the actionable information within highlighted precisely where to focus resource to fix the problem.
The resolution lied with DHL’s network partner, something that both parties at first believed was not the cause of the issue. After spending €3m fixing a part of the system not linked to the true cause of their problems, operations were deployed to remediate the areas highlighted in the HXA report.
Following this, evidence of improved human experience, and of the digital word working properly for DHL and its customers was irrefutable as the company experienced its first day in a calendar year without a single trouble ticket, having been inundated with thousands only a week prior.