About the project
The primary challenge was the company's reliance on manual coordination, which led to significant operational delays, low SLA compliance, and an inconsistent customer experience. The project aimed to address these pain points by creating a centralized and standardized dashboard to streamline ticket management, improve SLA performance, and provide better visibility into team productivity. This initiative was critical for tackling escalating customer complaints and ensuring a more efficient back-office operation.
Date
Aug 4, 2025
Type
Sofware
As the Head of Design and a Design Facilitator, the user collaborated with a diverse team including product managers, team leads, and various customer service managers to understand the complex workflow and needs of different user groups. The goal was to build a system that not only helps agents and supervisors meet their SLA targets but also provides actionable insights to measure and improve performance. The project's success was measured by key metrics such as reducing ticket resolution time by 30%, increasing SLA compliance to over 95%, and decreasing escalated complaints by 20%, all of which were designed to boost both operational efficiency and customer satisfaction.
