Introduction

Clarke is a company providing trucking fleet management services. Their current service relationship management system, while operational, had not grown as quickly as their business had, and couldn’t support critical client customization capabilities, data ownership clarity, and seamless integration with other business systems. These issues affected their ability to provide excellent customer service. Clarke invested significant efforts to design and analyze potential solutions up-front, but needed support for development momentum.

The Opportunity

Clarke was stuck in analysis and definition. Clarke had rolled out multiple systems and had different processes for serving their retail and fleet customers. This forced their customer service representatives (CSRs) to enter duplicate data into multiple systems, all while trying to provide great service to that customer.

The Project

Ingage Partners conducted stakeholder interviews, analyzed user stories, and held a workshop to identify the most valuable and impactful functionality to deliver first. After aligning to team agreements and an iterative approach, the team conducted observational research and developed personas to reinforce design thinking, customer-centricity, and empathy across the entire product team. Ingage developers built a solid foundation for continuous integration and equipped Clarke for automation. Low-fidelity wireframes and prototypes were integrated into the agile process, utilizing Lean UX principles.

The Results

VAMS operational forecast solution has been very well received in pilot locations and is expanding to all Clarke locations within 2 months of launching. Client service representatives appreciate the reduction in manual entry and data loss. And, they appreciate how the new forecasting visibility fuels retail loyalty and improves fleet compliance.

‍