Don’t have a lot of time? Here’s what we achieved:
Understanding the challenge
Citizens Advice, a prominent non-profit organisation in the UK, operates as a vital resource for legal, debt, consumer, and housing issues. WitnessBox, Citizens Advices’ crucial CRM system used by 400+ volunteers across the UK justice system needed optimisation to ensure seamless witness credential management and court activity tracking. Inefficient systems were causing creative workarounds and blockers. Our intervention diagnosed the cause of the inefficiencies to improve product strategy and production processes.
Remedying Outdated Systems
Got what it takes?
At Komodo, we understood the critical importance of WitnessBox in maintaining efficient court proceedings. The journey began with a comprehensive assessment of the system's inefficiencies and uncovering obstacles in the workflows.
Before selection, each member of our delivery team was interviewed by their CTO to gauge competency. Confident we knew our stuff, we visited London to learn more about the system.
Our Toolset
Good onboarding was critical to success
To ensure a smooth transition, we engaged in an intelligent onboarding process that involved sprint-based off-site collaboration with the incumbent supplier.
Our product expertise is only as good as our communication and working processes. By immersing ourselves in the WitnessBox ecosystem and diagnosing underlying issues, we devised a two-year roadmap of targeted sprints aimed at resolving the system's technical debt and obstructive complexities.
Fixing what’s broken and upgrading legacy systems
First on our list was the search function, which was causing slowdowns for the volunteers using the system and leading to a massive productivity slump.
Our value at Komodo is being able to understand the breadth of a problem rather than just viewing it as a single issue. We knew the search wasn’t just one problem - it was a symptom of a wider challenge.
Major performance improvements
Our collaboration lead to a more robust and scalable platform.
Saving weeks of unproductive labour
We reduced the amount of time spent waiting for the system to respond, vastly improving the working lives of the 400+ volunteer team.
3-Year + Partnership
The relationship we’ve built means our work has continued past the 2-year roadmap into a new ongoing partnership to continue to support and build on the platform.
Continuing Partnership
Our commitment to excellence has led to an enduring partnership beyond the initial two-year roadmap. WitnessBox now operates as a modern, efficient platform, bolstered by a collaborative relationship with Komodo. We continue to provide support, updates, and innovative solutions, contributing to the support of the UK justice system.
