The user journey on Expertry's platform was not optimized, leading to a poor user experience. This resulted in difficulties for users in finding and accessing the services they needed, which in turn impacted customer acquisition and retention.
Development
Expertry
Audit services for a RecruTech company
Expertry
Expertry is a RecruTech company that provides a software for managing the outstaffing process and collaborations between headhunters and companies completely digital, seamless, and effortless. The company faced challenges such as accumulated technical debt due to insufficient maintenance in the past, establishing a stable and secure long-term technical infrastructure, and restructuring the entire codebase from Java/JSP to a RESTful API structure with Java and React.js.
About the project
Before partnering with Dinarys, Expertry faced several challenges that hindered its growth and customer satisfaction. These challenges included:
01
User Journey
02
Non-Intuitive Design
The user interface and experience were not user-friendly, which increased onboarding time and the need for customer support. This negatively affected customer satisfaction and loyalty.
03
Technical Debt and unstable Infrastructure
Expertry's technical infrastructure was not robust, leading to technical debt and instability. This resulted in frequent downtime and performance issues, impacting the overall reliability and usability of the platform.
To address these challenges, Expertry approached Dinarys for a comprehensive IT audit.
Our primary objectives for the audit were to:
01
Examine and evaluate client engagement processes to ensure a seamless and efficient client journey
02
Identify any bottlenecks or inefficiencies that may hinder optimal performance and client satisfaction
03
Analyze competitors’ strategies and tactics to gain insights into industry benchmarks and areas of opportunity
04
Provide actionable recommendations and insights based on best practices to optimize performance and position the company for sustained growth
By meticulously analyzing the entire process, we aimed to not only identify areas for improvement but also reveal untapped opportunities for growth and enhancement. Our ultimate goal was to significantly enhance app performance and security as well as onboarding and customer support times.
Client
Expertry
Location
Berlin, Germany
Project goal
Improve the customer journey
Team
Business analyst
Project manager
Developers
Project timeframe
1–2 weeks
Client testimonial
We at Expertry GmbH are delighted to share our experience with Dinarys and the transformative impact their IT audit had on our business. Before partnering with Dinarys, we faced several challenges that hindered our growth and customer satisfaction.
Firstly, our user journey was not optimized, leading to a poor user experience. This resulted in difficulties for users in finding and accessing the services they needed, which impacted customer acquisition and retention. Secondly, our user interface and experience were not user-friendly, increasing onboarding time and the need for customer support. This negatively affected customer satisfaction and loyalty. Lastly, our technical infrastructure was not robust, leading to technical debt and instability. This resulted in frequent downtime and performance issues, impacting the overall reliability and usability of our platform.
To address these challenges, we approached Dinarys for a comprehensive IT audit. Their team of experts meticulously analyzed our systems, processes, and user experience. They provided us with a detailed report outlining areas for improvement and a roadmap for implementation.
The results were astounding. With Dinarys' guidance, we were able to optimize our user journey, improve our user interface, and enhance our technical infrastructure. This led to a significant increase in customer satisfaction, retention, and overall business growth.
We are incredibly grateful to Dinarys for their expertise, professionalism, and dedication. Their IT audit was a game-changer for our business, and we highly recommend their services to anyone looking to improve their IT systems and processes. Thank you, Dinarys, for helping us achieve our goals and exceed our customers' expectations.
Head of Product
Key client challenges
01
Poor User Journey
The platform's user journey was not optimized, leading to a suboptimal user experience and difficulties for users in finding and accessing services.
02
Non-Intuitive Design
The user interface was not user-friendly, increasing onboarding time and the need for customer support, which negatively impacted customer satisfaction and loyalty.
03
Technical Debt and Unstable Infrastructure
Expertry's technical infrastructure was not robust, leading to technical debt and instability, resulting in downtime and performance issues.
How we ran the audit process
Discovery phase
The audit began with a thorough examination of Expertry’s existing IT infrastructure, focusing on their website, client portal, and communication systems. This phase involved interviews with key stakeholders and an analysis of user behavior data.
Researching best practices
The audit team researched industry best practices for outstaffing companies, focusing on client engagement, digital marketing strategies, and service delivery models.
Conducting competitor analysis
A detailed competitor analysis was conducted to understand how Expertry’s offerings and client experiences compared with those of its main competitors. This analysis highlighted gaps in services, pricing strategies, and customer support.
Identifying broken client flows
The team identified several broken client flows, including cumbersome onboarding processes, inefficient project matching systems, and poor communication between clients and outsourced specialists.
Implementation
Executing the roadmap
Expertry took a proactive approach to implementing our recommendations, starting with the most crucial elements of the client flow and digital presence. This strategic prioritization allowed them to efficiently allocate resources and address areas that would have the most significant impact on their overall performance.
Monitoring and adjustment
Recognizing the importance of continuous improvement, Expertry made it a priority to closely monitor the changes they implemented. By leveraging analytics, they were able to track user support time , performance , and client satisfaction. Ongoing monitoring provided valuable insights into the effectiveness of their strategies and allowed them to make adjustments as needed.
Impact analysis
The initial results of Expertry’s efforts were encouraging. The company observed a significant improvement in client satisfaction s, indicating that implemented recommendations were positively influencing user behavior. Additionally, client retention rates showed a notable increase, suggesting that changes made by Expertry were strengthening relationships with their clients.
Overall, implementing Dinary’s recommendations had a substantial impact on Expertry’s business. Through careful execution, diligent monitoring, and analysis of key metrics, Expertry was able to achieve significant improvements in client satisfaction , retention, and technical infrastructure and performance . These outcomes highlight the effectiveness of their strategies and the value Expertry brings to their clients.
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