Optimize cold calling process in CarNow Internal Tool (CRM, IMS)
Domain
CRM, IMS
Team
1 Product Designer. 1 Leader
Duration
1 month
Problem: previous internal tools UX hindered CS task
Our previous internal tools was DESIGNED BY DEVELOPERS, not designers. Hence, it was very difficult to use and our CS team complained about it enough to make my boss revamp the whole internal system, including
A Customers Relationship Management (CRM) → for B2C sales
A Inventory Management Software (IMS) of existing listing in our app → for B2B sales, dealing with merchants
Insight: Calling is the most important part
We conducted interview with our CS team to understand their pain points. Our findings revealed significant friction in the end-to-end calling process: a lack of efficient pre-call information gathering; a manual dialing process and a cumbersome post-call documentation workflow
Use Information Architecture to organize inventory management functionality and highlight important interactions
We decided to move inventory management functionality inside the individual merchant profile pages. This is because our CS team didn't prioritize having a overview of all the inventory in the system but rather a list of inventory that a merchant had. A overview inventory management page was also taken into consideration and implemented in the next phase.
We also highlight important interactions that users might take in the IA
Outcomes: Solve important interaction with smart UX
All internal tools share a foundational structure: table, actions and a filter & sort. However, God is in the details, designing those components to solve specific user pain points is what differentiate a powerful internal tools from a prettier Excel sheet
Status-based tab
We segmented customers base on their status. We also set "pending" as the default tab since that's what our B2C sales team care the most.
QR code for quick dialing
"Loving the QR code" - Instead of manually typing number, our team just scan and call
Reduce context switching
Switching between two screen → Use popover and drawer to help user take multiple actions in one screen
