Industry
Redesigned a 15-year-old CRM for a call center with 400+ agents, focusing on scalability, efficiency, and user experience. Leveraged Bootstrap design system for success
Client
January 2023
Revolutionizing Service Excellence
Crafting a Scalable CRM for 400+ Call Center Agents Using the Bootstrap Design System"
Crafting a Scalable CRM for 400+ Call Center Agents Using the Bootstrap Design System"
In the heart of a dynamic telecommunications landscape, I embarked on a pioneering journey at my new company: the formidable task of redesigning a 15-year-old CRM application. This system wasn't just any tool—it was the lifeblood of a bustling call center operating across four countries, serving over 400 agents. Over the years, the software had evolved, but its growth was unchecked, lacking the guiding hand of a dedicated designer. Decisions flowed from stakeholders to product owners, then directly to the developers, both front and back end. This pathway, albeit efficient in its own right, had led to a labyrinth of inconsistencies, not just in the visual aesthetics but deep within the user flow and information architecture. The impact was palpable. Training new agents became increasingly arduous, with the time investment growing as the software's inconsistencies and complexities compounded. The system's evolution, while rich in history and functionality, had become a patchwork of features and interfaces, leading to a labyrinthine user experience that was more a test of memory than a facilitator of service. As the lead on this project, my mission was clear: to unravel this tapestry of legacy and complexity, to weave a new narrative of efficiency, clarity, and scalability. This was more than a redesign—it was a revitalization, a chance to redefine how hundreds of agents interacted with a tool that was central to their daily operations. The journey ahead was challenging, but the path was set towards a future where technology and user experience harmonize to create an environment of seamless, intuitive service.
In the heart of a dynamic telecommunications landscape, I embarked on a pioneering journey at my new company: the formidable task of redesigning a 15-year-old CRM application. This system wasn't just any tool—it was the lifeblood of a bustling call center operating across four countries, serving over 400 agents. Over the years, the software had evolved, but its growth was unchecked, lacking the guiding hand of a dedicated designer. Decisions flowed from stakeholders to product owners, then directly to the developers, both front and back end. This pathway, albeit efficient in its own right, had led to a labyrinth of inconsistencies, not just in the visual aesthetics but deep within the user flow and information architecture. The impact was palpable. Training new agents became increasingly arduous, with the time investment growing as the software's inconsistencies and complexities compounded. The system's evolution, while rich in history and functionality, had become a patchwork of features and interfaces, leading to a labyrinthine user experience that was more a test of memory than a facilitator of service. As the lead on this project, my mission was clear: to unravel this tapestry of legacy and complexity, to weave a new narrative of efficiency, clarity, and scalability. This was more than a redesign—it was a revitalization, a chance to redefine how hundreds of agents interacted with a tool that was central to their daily operations. The journey ahead was challenging, but the path was set towards a future where technology and user experience harmonize to create an environment of seamless, intuitive service.
Competitive Research:Navigating CRM Benchmarks
In our mission to transform the CRM, the journey unfolded in succinct yet pivotal steps:
1. In the Trenches: I immersed myself in the agents' world, shadowing them for over 15 hours. This firsthand experience was vital, exposing the realities of CRM use in their daily routines. 2. Collective Wisdom: The team and I then engaged with the agents through interviews. Their insights were invaluable, guiding us to understand the diverse needs and challenges faced in different scenarios. 3. Crafting Our Course: Armed with these revelations, we, as a team, mapped out our redesign strategy. Our objectives were crystal clear: to enhance usability, simplify processes, and build for the future. 4. Blueprinting the Future: With a solid plan in hand, we set out to create a blueprint. Selecting tools like Bootstrap for their scalability, the team was energized and ready to transform these insights into a tangible, improved CRM system. Through this streamlined approach of direct observation and collaborative planning, we laid a solid foundation for a CRM system that was ready to meet the demands of today and grow into tomorrow
In concluding our CRM redesign journey, leading a small team through these intricate challenges was both a learning experience and a rewarding endeavor. Handling internal users with the utmost care due to privacy constraints, we navigated a delicate balance between their familiarity with the old system and the need for modernization. Our choice to implement a ready-made design system, Bootstrap, significantly streamlined development, allowing us to prioritize user experience and functionality. Regrettably, due to privacy considerations, we are unable to reveal more screenshots or specific information in this case study. Nevertheless, the success of this project underscores the efficacy of leveraging established design systems in software development, reinforcing our team's capabilities in delivering user-centric solutions efficiently.
The Data Collection
In our mission to transform the CRM, the journey unfolded in succinct yet pivotal steps:
1. In the Trenches: I immersed myself in the agents' world, shadowing them for over 15 hours. This firsthand experience was vital, exposing the realities of CRM use in their daily routines. 2. Collective Wisdom: The team and I then engaged with the agents through interviews. Their insights were invaluable, guiding us to understand the diverse needs and challenges faced in different scenarios. 3. Crafting Our Course: Armed with these revelations, we, as a team, mapped out our redesign strategy. Our objectives were crystal clear: to enhance usability, simplify processes, and build for the future. 4. Blueprinting the Future: With a solid plan in hand, we set out to create a blueprint. Selecting tools like Bootstrap for their scalability, the team was energized and ready to transform these insights into a tangible, improved CRM system. Through this streamlined approach of direct observation and collaborative planning, we laid a solid foundation for a CRM system that was ready to meet the demands of today and grow into tomorrow
Revolutionizing Service Excellence
Overview
Redesigned a 15-year-old CRM for a call center with 400+ agents, focusing on scalability, efficiency, and user experience. Leveraged Bootstrap design system for success
Role
As a Design Lead, I led a talented team in transforming outdated systems into modern, user-centric solutions, fostering innovation, and bridging design and development for seamless collaboration.
Fintech Dello Banking App - New Way to Empower Life
Crafting a Scalable CRM for 400+ Call Center Agents Using the Bootstrap Design System"
In the heart of a dynamic telecommunications landscape, I embarked on a pioneering journey at my new company: the formidable task of redesigning a 15-year-old CRM application. This system wasn't just any tool—it was the lifeblood of a bustling call center operating across four countries, serving over 400 agents. Over the years, the software had evolved, but its growth was unchecked, lacking the guiding hand of a dedicated designer. Decisions flowed from stakeholders to product owners, then directly to the developers, both front and back end. This pathway, albeit efficient in its own right, had led to a labyrinth of inconsistencies, not just in the visual aesthetics but deep within the user flow and information architecture. The impact was palpable. Training new agents became increasingly arduous, with the time investment growing as the software's inconsistencies and complexities compounded. The system's evolution, while rich in history and functionality, had become a patchwork of features and interfaces, leading to a labyrinthine user experience that was more a test of memory than a facilitator of service. As the lead on this project, my mission was clear: to unravel this tapestry of legacy and complexity, to weave a new narrative of efficiency, clarity, and scalability. This was more than a redesign—it was a revitalization, a chance to redefine how hundreds of agents interacted with a tool that was central to their daily operations. The journey ahead was challenging, but the path was set towards a future where technology and user experience harmonize to create an environment of seamless, intuitive service.
The Data Collection
In our mission to transform the CRM, the journey unfolded in succinct yet pivotal steps:
1. In the Trenches: I immersed myself in the agents' world, shadowing them for over 15 hours. This firsthand experience was vital, exposing the realities of CRM use in their daily routines. 2. Collective Wisdom: The team and I then engaged with the agents through interviews. Their insights were invaluable, guiding us to understand the diverse needs and challenges faced in different scenarios. 3. Crafting Our Course: Armed with these revelations, we, as a team, mapped out our redesign strategy. Our objectives were crystal clear: to enhance usability, simplify processes, and build for the future. 4. Blueprinting the Future: With a solid plan in hand, we set out to create a blueprint. Selecting tools like Bootstrap for their scalability, the team was energized and ready to transform these insights into a tangible, improved CRM system. Through this streamlined approach of direct observation and collaborative planning, we laid a solid foundation for a CRM system that was ready to meet the demands of today and grow into tomorrow
Competitive Research:Navigating CRM Benchmarks
In our mission to transform the CRM, the journey unfolded in succinct yet pivotal steps:
1. In the Trenches: I immersed myself in the agents' world, shadowing them for over 15 hours. This firsthand experience was vital, exposing the realities of CRM use in their daily routines. 2. Collective Wisdom: The team and I then engaged with the agents through interviews. Their insights were invaluable, guiding us to understand the diverse needs and challenges faced in different scenarios. 3. Crafting Our Course: Armed with these revelations, we, as a team, mapped out our redesign strategy. Our objectives were crystal clear: to enhance usability, simplify processes, and build for the future. 4. Blueprinting the Future: With a solid plan in hand, we set out to create a blueprint. Selecting tools like Bootstrap for their scalability, the team was energized and ready to transform these insights into a tangible, improved CRM system. Through this streamlined approach of direct observation and collaborative planning, we laid a solid foundation for a CRM system that was ready to meet the demands of today and grow into tomorrow
In concluding our CRM redesign journey, leading a small team through these intricate challenges was both a learning experience and a rewarding endeavor. Handling internal users with the utmost care due to privacy constraints, we navigated a delicate balance between their familiarity with the old system and the need for modernization. Our choice to implement a ready-made design system, Bootstrap, significantly streamlined development, allowing us to prioritize user experience and functionality. Regrettably, due to privacy considerations, we are unable to reveal more screenshots or specific information in this case study. Nevertheless, the success of this project underscores the efficacy of leveraging established design systems in software development, reinforcing our team's capabilities in delivering user-centric solutions efficiently.
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