Omni-channel CRM system from scratch
Iterations, user journey mapping, milestones, feature prioritization - and pixel-perfect design
Situation: the project involved delivering an omni-channel Customer Relationship Management (CRM) system, specifically a desktop web application tailored to serve as a comprehensive system for contact centers. The objective was to create a truly omni-channel tool that seamlessly integrated various communication channels to enhance customer interactions and streamline operations for contact center agents.
Task: the primary task was to merge all essential features into a single application to achieve true omni-channel functionality. This entailed conceptualizing a design that could seamlessly accommodate and facilitate interactions across multiple channels such as email, phone calls, chat, and social media. To accomplish this, the project aimed at developing a desktop web application with a robust feature set capable of handling diverse customer touchpoints effectively and efficiently.
Action: the project journey began with the establishment of an initial design system to lay the foundation for a cohesive and user-friendly interface. This was followed by the creation of high-fidelity wireframes for each major screen of the application, ensuring that all key components and functionalities were strategically integrated. Subsequently, an interactive prototype was developed to offer a hands-on experience of the system's capabilities, enabling stakeholders to visualize the user flow, interactions, and overall user experience of the omni-channel CRM system.
Result: through the iterative design process, a comprehensive omni-channel CRM system was successfully developed, encompassing a range of features and capabilities within a single desktop web application. The final design output showcased a seamless integration of diverse communication channels, allowing contact centers to manage customer interactions efficiently through a unified platform. The creation of the interactive prototype provided stakeholders with a tangible representation of the system's functionality and user experience, facilitating a deeper understanding of the application's potential benefits and capabilities in optimizing customer engagement and enhancing operational efficiency.
