Case Study: Keytree achieves an 80% reduction in support log time with Axure Software Solutions

Keytree Speeds Support Time 80% with SAP Solution Designed in Axure

Keytree, an award-winning design and technology consultancy specializing in SAP user experience, was hired by National Grid to rebuild a problematic customer support system. The legacy platform took about 40 minutes to log a complaint, lacked automated follow-ups and timestamps, and couldn’t capture the regulatory data required — all with a four-month deadline to deliver a faster, compliant front end.

Using enterprise ethnography and an Agile UX process, Keytree rapidly iterated high‑fidelity prototypes in Axure RP with frequent user feedback to define and validate requirements. The resulting custom SAP CRM interface was delivered in four months, cut complaint logging time from 40 minutes to roughly 7–9 minutes (about an 80% reduction), automated tracking and follow-ups for regulatory compliance, and improved user adoption while minimizing rework.

Keytree

Jonathan Maher

Director of Experience Design