Case Study: a enterprise home security provider improves frontline support workflows with Brafton UX redesign

Enterprise home security provider validates Support Hub redesign with Brafton in 2 workshop rounds

Brafton Inc. partnered with an enterprise home security provider to address the challenge of replacing its legacy customer support CRM. The outdated platform was difficult to navigate, had inefficient workflows that required agents to move between multiple screens, and had received a low employee engagement score of 65, well below the company's target.

The solution from Brafton Inc. involved comprehensive UX research, interactive prototyping, and validation through workshops with 10-15 frontline agents. This process redesigned and consolidated workflows into a single, intuitive Support Hub. The project was a success, resulting in enthusiastic agent feedback and follow-on UX engagements for Brafton, demonstrating the client's confidence in the results.