Cloud-based Services Renewal Tool

Project Overview

Context

This initiative is part of a broader effort to automate renewal quote generation for cloud-base applications. The first phase of this project focuses on providing self-service capabilities for customers and Value-Added Distributors (VADs) to switch from termination to auto-renewal and update their purchase order information through a web-based portal.

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Objective

Enhance the Cloud-based Services Renewal Tool experience by introducing automation, self-service options, and a streamlined user interface that allows customers, VADs, and IBM representatives to manage renewals and payment details efficiently.

Problem Statement

The existing Cloud-based Services Renewal Tool process lacks automation and self-service options, resulting in inefficiencies, increased manual workload for IBM representatives, and customer frustration due to limited visibility and control over their renewals.

Design Process

Wireframing

• Created wireframes for new self-service interfaces.
• Designed notification emails with embedded Call-to-Action (CTA) buttons.

Key Design Principles

• Automation: Reduce manual intervention by allowing self-service actions.
• Clarity: Enhance transparency with real-time renewal status updates.
• Ease of Use: Implement intuitive UI elements for seamless navigation.

Design Solutions

New Capabilities Implemented

1. ‍Enhanced Customer & VAD Self-Service
   • Switch from Terminate to Auto-Renew
   • Update Purchase Order information.
2. ‍IBM Representative Assistance‍
   • IBM Reps can flip to Auto-Renew on behalf of customers/VADs.
   • IBM Reps can update PO details on behalf of customers/VADs.
3. ‍Improved SaaS Reminder Notifications‍
   • Added a Call-to-Action (CTA) button in renewal notices for Direct Channel Customers.
   • Direct customers can now access platform directly from email.‍
   • View line-item details, switch renewal preferences, and manage payment options.
4. ‍Real-Time Renewal Status Visibility‍
   • Customers can see when their renewal status change is in process.
   • Confirmation via invoice.

Implementation

• Integrated renewal management features into two IBM platforms.

Results & Impact

• ‍Increased adoption of self-service options, reducing IBM rep workload.‍
• Faster PO updates, reducing missed renewals and processing delays.‍
• Higher customer satisfaction due to real-time status visibility.

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Key Learnings

• ‍Automation reduces friction: Self-service options significantly improve efficiency and user satisfaction.
• Clear CTA buttons improve engagement: Customers are more likely to act when presented with direct links.
• Visibility is crucial: Providing real-time status updates reduces uncertainty and customer support requests.

The design artifacts represented is a conceptual example and does not represent the official designs created for the company. It is intended for illustrative purposes only and should not be interpreted as an official or final design.