Case

Reducing 15% workload in a CRM call center

Automotive industry call center team needed to suport new customer with a brand new technology of connected cars.

They told me "We need the call center team to offer the best suport and solving problems for the costumer in a short time, ensuring maintenance of car health, safety and customer satisfaction."

Design Process

Outcomes & How I did it

I collected data of user needs through:

👉🏽 Workshop with the business team called CADO matrix - Certainties, Assumptions, Doubts and Opportunities, because once I had data about the needs they had I could work on some opportunities and quick solutions to get feedback from the final users: call center team

👉🏽 User journey map was done by interviewing 4 people from the call center, listening carefully to their daily life at work. Later they all participate of the usability test with the final interface solutions before it went to handoff for my dev buddies.

I found out that the main needs consisted in

👉🏽 Users spent time using 1 spreadsheet daily updated as a CRM to open a ticket. It was messy and confusing.
👉🏽 They had to get vehicle information from 2 others system to open a ticket.

Outcomes

"What if all the records and information from the spreadsheet and other systems they access daily could be in this new plataform with the function of streamlining, organizing and storing information in an exclusive central system for serving customers of connected cars?"

Answer: It was partialy possible.

‍‍👉🏽 The partialy possible solution help the call center team reduced 15% of their workload in daily work activity.