Air Innovations

Air Innovations, a manufacturer of high-end environmental control units, came to us to help streamline their customer support services for their highest volume brand, Wine Guardian. They were seeking a custom web to enable customers to solve common issues within a few clicks, while tracking the analytics of their interactions.

UI/UX

Web App

API

Tactics Used

UI/UX
Web App
API

In order to solve this problem, we had to gain a deeper understanding of Wine Guardian’s products, customers, and current support processes. Through interviews, we learned that internal support staff, distributor representatives, installation technicians, and end users all needed a centralized source of truth for troubleshooting. We also realized the need for product data to be associated with the support ticket, via a serial number often inaccessible to the user. So, we analyzed our client’s accounting system, Traverse, and product installation practices to better understand how our technical solution could provide product information to support staff.

The requirements-gathering steps during discovery flowed into Design, during which we iterated on the user experience through wireframes and high fidelity mockups. The result was a technical architecture, interactive prototype and development roadmap that set us up for success in the Development phase.

We built the custom support application in Angular and Node.js, and integrated with a number of third party providers, including Air Innovation’s ERP system (Traverse), Zingtree and Zendesk. We worked closely with the Wine Guardian team to gather content including technical flow charts and installation guides that could be transformed into interactive decision trees and supporting knowledge base articles. If a user still has to submit a support ticket, our form submission sends analytics and product information directly to Wine Guardian agents, so they can respond more effectively. The main challenge of this application was integrating with third party systems and then deploying it all to production on Air Innovation’s server.

In order to solve this problem, we had to gain a deeper understanding of Wine Guardian’s products, customers, and current support processes. Through interviews, we learned that internal support staff, distributor representatives, installation technicians, and end users all needed a centralized source of truth for troubleshooting. We also realized the need for product data to be associated with the support ticket, via a serial number often inaccessible to the user. So, we analyzed our client’s accounting system, Traverse, and product installation practices to better understand how our technical solution could provide product information to support staff.

The requirements-gathering steps during discovery flowed into Design, during which we iterated on the user experience through wireframes and high fidelity mockups. The result was a technical architecture, interactive prototype and development roadmap that set us up for success in the Development phase.

We built the custom support application in Angular and Node.js, and integrated with a number of third party providers, including Air Innovation’s ERP system (Traverse), Zingtree and Zendesk. We worked closely with the Wine Guardian team to gather content including technical flow charts and installation guides that could be transformed into interactive decision trees and supporting knowledge base articles. If a user still has to submit a support ticket, our form submission sends analytics and product information directly to Wine Guardian agents, so they can respond more effectively. The main challenge of this application was integrating with third party systems and then deploying it all to production on Air Innovation’s server.

Our solution is a centralized platform that caters to the needs of multiple user groups. Interactive decision trees enable customers to solve common issues within a few clicks, while tracking the analytics of their interactions. A knowledgebase of articles provides a quick reference for customers, installation technicians and distributors. This approach reduces the number of support requests to the Wine Guardian team, and equips Air Innovations to more easily identify, address, and act upon issues that could signal an opportunity for product or process improvements.