Making complex customer service processes easier to navigate
- One central platform Bringing customer service guidance, process maps and internal news together
- 190 icons Up to 190 custom icons planned to support visual process navigation
- 150 concurrent users Hosting infrastructure specified to support customer service teams
ALDI needed a better way for its customer service teams to find accurate information while speaking to customers. We were commissioned to create NEMO, a bespoke internal platform that brings together customer service processes, guidance, and company updates in one easy to navigate system.
The challenge
Customer service teams handle a wide range of enquiries, often needing to find specific information while speaking with customers on the phone.
For ALDI, the challenge was making that information easy to find without requiring agents to navigate lengthy documents or complicated internal systems.
The platform needed to be fast, intuitive and secure, with a clear structure that could guide agents through different scenarios and help them identify the appropriate next steps.
Information also needed to change regularly. Supervisors required a straightforward way to update processes, publish news and respond to changing customer service requirements without relying on developers for everyday content changes.
With potentially 150 staff accessing the platform simultaneously, reliability and performance were important considerations from the outset.
What we did
- Bespoke web application design and development
- UX/UI design and creative concepts
- Interactive customer service process maps
- Searchable questions and guidance
- Custom iconography and visual navigation
- Secure user authentication
- Bespoke content management system
- Supervisor administration tools
- Internal news and announcements
- Question usage reporting
- Secure VPS hosting and IP-based access restrictions
- Administrator training and platform testing
The result
NEMO was designed around a simple principle: helping customer service agents find the right information as quickly and easily as possible.
Rather than relying on traditional documents, the platform used interactive process maps to guide agents through customer enquiries. Staff could follow a visual journey based on the nature of a question or search directly for the information they needed.
The interface was designed to make these journeys clear and consistent, using custom iconography, structured navigation and a straightforward layout to reduce unnecessary complexity.
Behind the scenes, a bespoke content management system gave authorised supervisors control over the information available to their teams.
Administrators could create or update processes through the administration area, while internal news provided a way to communicate important changes and announcements. Reporting functionality was also specified to help supervisors understand which questions were being accessed most frequently.
The platform requirements included security, with authenticated access and IP-based restrictions designed to limit availability to ALDI’s internal network. Dedicated hosting infrastructure was specified to support up to 150 concurrent users, with a 99.95% uptime service level agreement.
The result was a purpose-built approach to internal knowledge management, bringing customer service guidance, process navigation and content administration into one connected platform.
By designing around the way agents actually work, NEMO provided a foundation for more consistent customer service and easier day-to-day management of internal information.
