CRM prototype for a NA based Insurance and Benefits Provider
Overview:
The CRM prototype for desktop was crafted to enhance the efficiency of customer service agents in handling calls and streamlining workflows.
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Challenge:
Agents needed a system to manage customer interactions, access relevant resources, and provide feedback, all while minimizing call time and improving user satisfaction.
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UX Strategy:
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User-Centered Research: Focused on agent workflows to identify pain points in multi-step processes.
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Simplified Task Flow: Streamlined the call-handling journey to reduce cognitive load.
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Consistency Across Devices: Ensured responsive design for seamless transitions between desktop and mobile.
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Key Features:
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Call Verification Module: Quick customer identity verification via streamlined input fields.
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Customer Overview: An intuitive dashboard displaying customer details, product portfolios, and recent activity.
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Knowledge Center Access: Easy retrieval of contextually relevant resources during calls.
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Post-Call Notes and Feedback: Simplified forms for agents to add insights post-call, aiding in future interactions.
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Key Screens
