Case Study: Dell modernizes customer support with Bilberrry

Dell redesigns enterprise support chat with Bilberrry, streamlining hundreds of agent actions

Bilberrry was engaged by Dell to undertake a complete design overhaul of its legacy enterprise customer support chat platform. The challenge was to transform the outdated, feature-dense Java application into a modern, cloud-based web application that was more intuitive and efficient for the high-volume customer service agents who use it daily, all while accommodating a vast array of existing legacy features and customizations.

The solution implemented by Bilberrry was a redesigned interface guided by a core principle of putting the end-customer first. This involved creating a logical, scalable system that prioritized the agent's chat queue and customer conversation. Bilberrry collaborated closely with Dell's in-house engineering team to make pragmatic design decisions that accommodated complex edge cases and ensured a frictionless implementation, resulting in a successfully launched beta of a beautifully intuitive omnichannel portal that enhanced agents' existing workflows.

Dell