SCOPEinsight secrets: Optimizing for the best user experience

Eleven years ago, Lucas Simons founded SCOPEinsight with a bold vision in mind: to transform the agricultural sector by focusing on strengthening agribusinesses’ professionalism using data to inform technical assistance. He brought together a coalition of organizations to create SCOPEinsight’s unique methodology and build SCOPE’s first assessment tool (the SCOPE Pro) on an excel spreadsheet. 

Eleven years later, SCOPEinsight has grown its tools and processes and we have – with our clients – conducted over 4500 assessments in 41 countries and in 19 agricultural sectors.  No longer on excel spreadsheets, our service offering includes cloud-based technology, web-based tools, and e-training.  Over the years, our clients such as Cargill, the IFC, ICCO Cooperation, and many others have helped us refine our processes, expand, and create new tools, and optimize the customer experience.

And while we have come a long way since 2010, we realize that technology and expectations change quickly and so, at SCOPEinsight, we are always improving on the customer experience. As Jeff Bezos once said, “One thing I love about customers is that they are divinely discontent, their expectations are never static – they go up. It’s human nature”.

This is why we hired a business intelligence manager two years ago – to develop a state-of-the-art client interface that gives them unprecedented insight into their data. Private sector partners can easily pinpoint risks in their value chain, report on their CSR goals, and segment their suppliers. NGOs can see how their assessments feed into their donor’s KPIs and priorities, are better able to understand the data at the field level, and can compare their projects for internal learning and knowledge management.

Operationally, we have been continuously improving our client’s experience. Recently, we hired a new Business Analyst Trainee to further improve the client journey (known internally as “the perfect route”). The journey consists of several steps to maintain a long-lasting relationship with our clients as well as provide them with the best customer experience available. This path includes quality touchpoints with the clients, identifying and learning about new prospects objectives, creating, and preparing marketing material, recognizing clients’ needs and proposing solutions, facilitating training and assessments, delivering high-quality insight reports and offering the right BI tools for data analysis, providing guidance in capacity building strategy, and also offboarding the client properly.

Thus, a perfect route of the Customer Journey comes as a solution not only to understand the path taken by our clients but also to have a complete view of it and to continually optimize this path, eliminating barriers and promoting great experiences.

Have any idea on how we can improve, or would you like to know how SCOPEinsight works? Contact us today.

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