Multi-Role CRM Contact Center

Designed a tailored CRM for agents, supervisors, admins, and tenants, improving workflows, efficiency, and user satisfaction in a multi-tenant system.

App name / Client

HoduSoft

My Role

Product Designer

Industry

CRM Solutions and Contact Center Software

Platform

Web Portal

project image

My Role as a Product Designer

As the Product Designer, I was responsible for the entire design process, from ideation to final implementation. I worked closely with the CEO and key stakeholders, ensuring that the design vision aligned with business goals and user needs. My role included:

  • 🕵️‍♂️ Conducting user research to understand the needs and pain points of each user role (Agent, Supervisor, Admin, Tenant).
    • 🧪 Developing interactive wireframes and prototypes to visualize and test the user flows.
      • 🤝 Leading cross-functional collaborations with developers and QA teams to ensure seamless implementation.
        • 🎤 Communicating directly with the CEO and other stakeholders to gather insights, align on goals, and validate design decisions at every stage.

          Prototyping

          Multi-Dashboard: Click Here

          Impact of My Work

          The CRM platform had a profound impact on both users and the business:

          🌟 Enhanced User Engagement:

          The tailored dashboards for each role resulted in higher user satisfaction. Agents, supervisors, and admins reported improved efficiency and a better overall experience due to the clear, intuitive interface.

          ⚡ Improved Operational Efficiency:

          By streamlining workflows, automating routine tasks, and providing data at a glance, agents and supervisors were able to manage interactions more effectively, reducing time spent on manual tasks.

          📈 Business Growth:

          The modular and multi-tenant design made the platform highly scalable, allowing HoduSoft to quickly onboard new clients and easily adapt to their specific requirements. This contributed to the business's growth and expansion into new markets.

          Final Thoughts

          The HoduSoft CRM project was a great learning opportunity that reinforced the importance of a user-centered approach in solving complex business problems. By balancing the needs of various stakeholders and users, we were able to create a product that not only improved daily operations but also set the foundation for future scalability. It’s a reminder of the power of design in transforming systems to be more efficient, adaptable, and user-friendly.

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