Streamlining Chaos: Overhauling the File Transfer Process

Degreed has an impressive list of clients consisting of some of the world’s largest organizations. However, as our company expanded, our FTP processes faced scalability challenges, resulting in a surge of support tickets from clients encountering issues and errors during data transfer. This not only overwhelmed our support teams but also led to client frustration and increased data processing costs. To sustain our growth, retain our key clients, and uplift our support teams' morale, it became imperative to address these challenges effectively.

We conducted interviews with internal colleagues from various departments, including tech support, customer success, escalation engineering, and data privacy. Through these discussions, we gained insights into the challenges and constraints of the current process, laying the groundwork for our solution.

After a few weeks, the Chief Experience Officer reached out to me because she had come across the Miro board where I was documenting this messy problem. Coincidentally, one of our largest clients, in the midst of a multi-million dollar deal renewal, cited FTP issues as a major concern. This executive was able to go back to the client and say that she had a team working on it and show them some of our ideas for solving the problem. After that, the project became a top priority for our team.

With the project now a priority, we swiftly developed and shipped the MVP within a few months. The solution not only addressed the concerns of the key client but also garnered positive feedback from many others.