Assembly
Optimizing Customer Relations and Management
Challenge
Ceterus needs to grow, but is already struggling to support its current customer base. Ticket resolution times are slow, customer information is fragmented and leading to poor handoffs, customers are churning before they can even be completely onboarded, and recent internal tools have poor adoption.
Role
Product Designer
Tools
Figma
Solution
Shift focus for our internal features to listening to our users and creating tools that tackle their biggest issues.
Impact
30% Reduction in Ticket Resolution Times
Streamlining internal workflows and removing the need for external application usage led to quicker response and resolution times.
30% Reduction in Ticket Resolution Times
Streamlining internal workflows and removing the need for external application usage led to quicker response and resolution times.
2x Increase in Feature Adoption
Prioritizing feedback from users and data insights rather than strictly intuition led to features that provide real value to users.
2x Increase in Feature Adoption
Prioritizing feedback from users and data insights rather than strictly intuition led to features that provide real value to users.
10 Minute Average Reduction in Manual Efforts
Aggregating customer information to new dashboards and removing the need for external applications led to a large reduction in manual effort.
10 Minute Average Reduction in Manual Efforts
Aggregating customer information to new dashboards and removing the need for external applications led to a large reduction in manual effort.
Features
Support Console
Problem
Customer information was fragmented and required customer-facing roles to navigate through 5+ applications/pages when handling customer issues, which ultimately led to shaky handoffs, double work, and slow ticket resolution times.
Problem
Customer information was fragmented and required customer-facing roles to navigate through 5+ applications/pages when handling customer issues, which ultimately led to shaky handoffs, double work, and slow ticket resolution times.
Solution
Create a single internal touchpoint where support teams could find or access everything they need, fast.
Solution
Create a single internal touchpoint where support teams could find or access everything they need, fast.
98% Adoption Rate
Highest adoption rate for an internal tool.
98% Adoption Rate
Highest adoption rate for an internal tool.
98% Adoption Rate
Highest adoption rate for an internal tool.
80% Time Reduction
For Customer-facing support roles preparing for tickets.
80% Time Reduction
For Customer-facing support roles preparing for tickets.
80% Time Reduction
For Customer-facing support roles preparing for tickets.
Blockers
Problem
Zendesk was unable to integrate with our customer-facing application to the level that was required for our application’s update.
Problem
Zendesk was unable to integrate with our customer-facing application to the level that was required for our application’s update.
Problem
Zendesk was unable to integrate with our customer-facing application to the level that was required for our application’s update.
Solution
Create our own customer management platform that can seamlessly integrate within both of our applications.
Solution
Create our own customer management platform that can seamlessly integrate within both of our applications.
Solution
Create our own customer management platform that can seamlessly integrate within both of our applications.
Reduced Time to Close
A more seamless messaging experience led to faster information transfer.
Reduced Time to Close
A more seamless messaging experience led to faster information transfer.
Reduced Time to Close
A more seamless messaging experience led to faster information transfer.
100% Reduction in Cost
Eliminated the business need for Zendesk as a CRM.
100% Reduction in Cost
Eliminated the business need for Zendesk as a CRM.
100% Reduction in Cost
Eliminated the business need for Zendesk as a CRM.
Location and Customer Assignments
Problem
Customers, locations and their relations were managed in Salesforce and excel sheets which were slow to update and easily mismanaged. These issues were only exacerbated with employee turnover and location transfers.
Problem
Customers, locations and their relations were managed in Salesforce and excel sheets which were slow to update and easily mismanaged. These issues were only exacerbated with employee turnover and location transfers.
Problem
Customers, locations and their relations were managed in Salesforce and excel sheets which were slow to update and easily mismanaged. These issues were only exacerbated with employee turnover and location transfers.
Solution
Create a tool that allows for easy remapping/reassigning at a multilocation level that will also feed directly into our systems.
Solution
Create a tool that allows for easy remapping/reassigning at a multilocation level that will also feed directly into our systems.
Solution
Create a tool that allows for easy remapping/reassigning at a multilocation level that will also feed directly into our systems.
70% Fewer Errors
In Customer Assignment Information
70% Fewer Errors
In Customer Assignment Information
70% Fewer Errors
In Customer Assignment Information
80% Reduction in Effort
When reassigning Locations or Customers
80% Reduction in Effort
When reassigning Locations or Customers
80% Reduction in Effort
When reassigning Locations or Customers