ASSA ABLOY had launched Incedo, their latest digital security access system, but there was a problem. When installers needed help at 2am on a construction site, they were calling a voicemail. When they got stuck during weekend installs, they were on their own. We helped them build a support platform that actually works when and where installers need it most.

The Challenge

ASSA ABLOY is the global leader in access solutions, but their new Incedo product had a support gap. Security system installers work odd hours, tight deadlines, and often in remote locations. The old support model of "call during business hours" wasn't cutting it for a product that needed to work 24/7.

The company wanted to position themselves as a technologically advanced and forward-thinking partner, but their support experience was stuck in the past. Installers were juggling multiple disconnected tools, hunting through different systems for answers, and waiting for callbacks when time was money. The challenge wasn't just technical - it was cultural. How do you deliver round-the-clock support without burning out your team?

How We Approached It

We spent time with the people who actually use these systems. Not just ASSA ABLOY's internal teams, but the installers, technicians, and project managers who were fighting with the current process every day. We mapped out every painful touchpoint, from initial troubleshooting to ticket resolution.

What we found were disconnected tools that forced users to repeat information, start over, and guess where to look for answers. We worked with international stakeholders to build on ASSA ABLOY's existing design system, creating something that felt familiar but worked infinitely better.

Using design thinking combined with agile product development, we built and tested an MVP at pace. The key insight was making the system intelligent enough to solve problems instantly when possible, and seamless enough to escalate efficiently when human help was needed.

What Made It Special

Most support portals are built for the company's convenience, not the user's reality. We flipped that approach. The Incedo portal starts with a simple question: "Need help?" Then it walks installers through targeted questions that either solve their problem immediately or create a support ticket with all the right context already included.

The system recognises returning users, tracks their project history, and suggests solutions based on similar cases. When Amanda logs in, she sees her open tickets, her project progress, and personalised help options - not a generic FAQ page that assumes she has time to hunt around.

The Reality

The Incedo support portal transformed how ASSA ABLOY delivers customer service. Phase One launched successfully and proved the concept worked:

24/7 intelligent support that resolves common issues instantly without human intervention
Seamless ticket creation when human expertise is needed, with full context captured upfront
Personalised user experience that remembers project history and preferences
Integrated education platform with certification tracking and progress monitoring
Mobile-optimised interface that works on construction sites and in the field

Phase Two and regional rollouts are already planned for the next 1-2 years, with additional features and expanded global coverage.

Proving that when you design support systems around real user needs rather than internal processes, you don't just reduce support costs. You turn customer service into a competitive advantage that positions your brand as the technology leader in your industry.