Salesforce integration
Built communication history into Salesforce. The integration equips staff with guest context for better troubleshooting.
Salesforce integration
Built communication history into Salesforce. The integration equips staff with guest context for better troubleshooting.
Salesforce integration
Data centralizaiton
Enterprise platform
Enabling agents to troubleshoot more efficiently by providing complete guest context in the CRM.
Key results
1 month
1 month
We released in 2 sprints
We released in 2 sprints
From client requirements to launch, we move quickly to fulfill user needs.
4
4
mins
mins
Annually saved
Annually saved
Cutting reliance on extra tools and simplifying their experience.
KEY RESULTS
Key results
1 month
Reduce assessment time to boost the review efficiency.
From client requirements to launch, we move quickly to fulfill user needs.
4
mins
Control risk levels to eliminate losses.
Cutting reliance on extra tools and simplifying their experience.
KEY RESULTS
PROBLEM
Outdated systems struggle to meet current user and business needs
Service staff have to switch between multiple tools to complete their tasks, which is confusing, inefficient, and slows down their workflow.
PROBLEM
Outdated systems struggle to meet current user and business needs
Outdated systems struggle to meet current user and business needs
Service staff have to switch between multiple tools to complete their tasks, which is confusing, inefficient, and slows down their workflow.
Service staff have to switch between multiple tools to complete their tasks, which is confusing, inefficient, and slows down their workflow.
OBJECTIVES
OBJECTIVES
OBJECTIVES
Centralize and simplify guest communication for service staff in salesforce
Centralize and simplify guest communication for service staff in salesforce
Centralize and simplify guest communication for service staff in salesforce
Goal 1
Goal 1
Ensure that all transactional emails and sms history sent to guests are accessible within salesforce.
Goal 2
Goal 2
Service staff should be able to preview past communications and resend them directly from salesforce.
Goal 3
Goal 3
Reduce the need for additional tools and systems, simplifying the user experience for service staff.
EXPLORATION
Option 1
Three out of four test participants reported that the total number view wasn’t helpful and preferred a clearer way to view each individual communication.
EXPLORATION
Option 2
All four test participants agreed with this approach, noting that the chevron feels intuitive and a text button isn’t necessary.
SHIPPED SOLUTION
FINDABILITY & SCANABILITY
Preview communications more easily with a clear, at-a-glance table view.
EXPLORATION
Option 1
Three out of four test participants reported that the total number view wasn’t helpful and preferred a clearer way to view each individual communication.
EXPLORATION
Option 2
All four test participants agreed with this approach, noting that the chevron feels intuitive and a text button isn’t necessary.
RELEASED SOLUTION
FINDABILITY & SCANABILITY
Preview communications more easily with a clear, at-a-glance table view.
Most subtasks can be done directly, reducing outbound work and task-switching by 43%.
SUBTASK CENTRALIZATION
RESEND FEATURE
Resending communications can now be done in Salesforce, with a confirmation modal to prevent misclicks.
