Enhancing Customer Experience and Operational Efficiency through the Development of an Internal Tool
WHAT IS CRM?
YO CRM is an advanced web-based platform designed to meet the diverse needs of YO products. With its comprehensive feature set, YO CRM enables efficient management of customer information, portability requests, payments, SIMs, subscriptions, subscriber history, ticketing, and API connectivity. It empowers businesses to deliver exceptional customer experiences and streamline their operations.
Tools
Figma, Figjam, Jira, Slack, Userbrain
Timeline
Sep 2023 - Feb 2024
Unveiling the Challenges.
Prior to YO CRM, YO Products grappled with fragmented customer data across multiple systems, leading to inefficiencies in managing interactions and addressing customer needs. Manual processes for number portability, payment handling, and SIM management further compounded operational challenges, hindering scalability and agility.
WHO ARE USING IT?
Meet the Users
Each stakeholder has unique product requirements to aid in their job responsibilities.
1
Administrator
"I want to create user accounts with specific roles and permission levels to ensure proper data security and access control. As an administrator, I should be able to add, update, and deactivate user accounts as needed."
Sales Representative
"I want to view and edit customer information easily to provide personalized service."
Customer Support Agent
"I need to update compliance preferences for customers to ensure data privacy compliance"
Porting Specialist
"I want to record and track number portability requests efficiently."
Billing Manager
"I need to securely store and manage customer payment information for seamless payment processing."
WHAT ARE PRODUCT REQUIREMENTS?
Requests to Meet Business Goals and Address User Needs
YO CRM emphasizes eight key features
1
1
User Information
YO CRM captures vital user information such as salutation, first name, last name, date of birth, identification type and number, address, email, phone number, alternative phone number, avatar, YOYO balance, and compliance preferences (opt-out, data export).
4
Portability Information
YO CRM streamlines number portability by storing previous operator details, the existing MSISDN for porting, and the portability PIN code. It monitors the status of portability requests, ensuring seamless transitions for customers.
7
Ticketing Tool
YO CRM includes a robust ticketing system for efficient customer interactions. It allows agents to create tickets with various categories, prioritize them, add descriptions, track ticket status, assign to agents or groups, and attach relevant files for seamless issue resolution.
Payment Information
YO CRM enables secure storage of payment details, such as card type and card number, to streamline billing and payment processes. Additional payment options may be incorporated as needed.
5
SIM and Actions
YO CRM offers comprehensive SIM management functionalities, such as uploading new output files for SIM provisioning, displaying SIMs based on lifecycle states in a dashboard, and enabling search capabilities by ICCD, IMSI, or MSISDN. Additionally, it supports activation, blocking/unblocking, swapping, and MSISDN change of SIM cards, as well as eSIM download (push) and APN OTA push for easy configuration.
API Connectivity
YO CRM seamlessly integrates with vital APIs like AT&T MVNE, Mediaifon (Portability), KYC (Know Your Customer), and payment gateways, ensuring efficient data synchronization and smooth operations.
Subscriptions
YO CRM manages multiple subscriptions per subscriber, covering mobile lines, basic packages, boosters, and forthcoming services like roaming packages. Each subscription includes thorough commercial details, renewal dates, past usage, and remaining resources.
Subscriber History
YO CRM keeps a detailed record of subscriber profile changes, including timestamps, subscriber status, performed actions (e.g., updating customer details, adding new subscriptions, SIM swaps), and relevant notes.
Impact & Results
I oversaw the entire design process of a product, from conception to execution. This involved collaborating with cross-functional teams, including product managers, engineers, and stakeholders, to define product goals, user needs, and design requirements. driving operational efficiency and enhancing customer satisfaction for 1,500 businesses.
