Internal CRM for Comfy
1/3
Revamp
While at Comfy, I took on the role of the main (and only 😎) designer for the internal call center CRM system. My responsibilities included maintaining a consistent style, elevating the user experience, delivering new features, and supporting the system's ongoing development. I successfully delivered several new features and introduced a redesigned concept for the CRM flow. Leveraging both my experience and insights from call center operators, I envisioned a more convenient, compact, and modern approach to the CRM system.
Internal CRM for Comfy
1/3
Revamp
While at Comfy, I took on the role of the main (and only 😎) designer for the internal call center CRM system. My responsibilities included maintaining a consistent style, elevating the user experience, delivering new features, and supporting the system's ongoing development. I successfully delivered several new features and introduced a redesigned concept for the CRM flow. Leveraging both my experience and insights from call center operators, I envisioned a more convenient, compact, and modern approach to the CRM system.
Internal CRM for Comfy
1/3
Revamp
While at Comfy, I took on the role of the main (and only 😎) designer for the internal call center CRM system. My responsibilities included maintaining a consistent style, elevating the user experience, delivering new features, and supporting the system's ongoing development. I successfully delivered several new features and introduced a redesigned concept for the CRM flow. Leveraging both my experience and insights from call center operators, I envisioned a more convenient, compact, and modern approach to the CRM system.
Role
Role
Role
Product Designer
Product Designer
Product Designer
Team
Team
Team
Product Owner
Head of Call Center
Developers
Product Owner
Head of Call Center
Developers
Product Owner
Head of Call Center
Developers
Year
Year
Year
2022-2023
2022-2023
2022-2023
Category
Category
Category
Ecommerce
CRM
UX
Ecommerce
CRM
UX
Ecommerce
CRM
UX
Old CRM Design. No active state for the navigation was one of the biggest call center operators problems
Old CRM Design. No active state for the navigation was one of the biggest call center operators problems
Old CRM Design. No active state for the navigation was one of the biggest call center operators problems
New CRM system concept. Sidebar navigation, phosphor icons (I’m their biggest fan), and IBM plex sans with no bold weights made it way comfortable in work
New CRM system concept. Sidebar navigation, phosphor icons (I’m their biggest fan), and IBM plex sans with no bold weights made it way comfortable in work
New CRM system concept. Sidebar navigation, phosphor icons (I’m their biggest fan), and IBM plex sans with no bold weights made it way comfortable in work
Internal CRM for Comfy
2/3
Bonus cards merge
Every Comfy customer has a personal account linked to their mobile phone number. A common scenario involves requests to transfer bonus currency across different accounts, whether for family members, customers' old phone numbers, friends, etc. Once a request is created, it is saved in the merge registry. Supervisors have the authority to approve, pause, or reject the application, with the option to provide commentary. Additionally, supervisors can use the edit feature to easily adjust an application if needed.
Internal CRM for Comfy
2/3
Bonus cards merge
Every Comfy customer has a personal account linked to their mobile phone number. A common scenario involves requests to transfer bonus currency across different accounts, whether for family members, customers' old phone numbers, friends, etc. Once a request is created, it is saved in the merge registry. Supervisors have the authority to approve, pause, or reject the application, with the option to provide commentary. Additionally, supervisors can use the edit feature to easily adjust an application if needed.
Internal CRM for Comfy
2/3
Bonus cards merge
Every Comfy customer has a personal account linked to their mobile phone number. A common scenario involves requests to transfer bonus currency across different accounts, whether for family members, customers' old phone numbers, friends, etc. Once a request is created, it is saved in the merge registry. Supervisors have the authority to approve, pause, or reject the application, with the option to provide commentary. Additionally, supervisors can use the edit feature to easily adjust an application if needed.
The limit
The only problem we couldn't overcome was a technical limitation that prevents operators from using more than one browser tab when using the CRM system. If an operator opens a new tab, the session in the previous one will reset, causing the loss of all progress. Therefore, it was crucial to allow operators to check all important data and perform necessary actions within a single tab.
The limit
The only problem we couldn't overcome was a technical limitation that prevents operators from using more than one browser tab when using the CRM system. If an operator opens a new tab, the session in the previous one will reset, causing the loss of all progress. Therefore, it was crucial to allow operators to check all important data and perform necessary actions within a single tab.
The limit
The only problem we couldn't overcome was a technical limitation that prevents operators from using more than one browser tab when using the CRM system. If an operator opens a new tab, the session in the previous one will reset, causing the loss of all progress. Therefore, it was crucial to allow operators to check all important data and perform necessary actions within a single tab.
Operator have to ask customer which phone number they want to transfer bonuses to even if it’s the phone number customer is making call from, so application is always blank by default.
Operator have to ask customer which phone number they want to transfer bonuses to even if it’s the phone number customer is making call from, so application is always blank by default.
Operator have to ask customer which phone number they want to transfer bonuses to even if it’s the phone number customer is making call from, so application is always blank by default.
Operator can search for account across customer base with account number, registered name, phone number or email.
Operator can search for account across customer base with account number, registered name, phone number or email.
Operator can search for account across customer base with account number, registered name, phone number or email.
Every account should be verified with last purchase product names and total sum of the purchase. Operator can see any account’s order history without leaving the page.
Every account should be verified with last purchase product names and total sum of the purchase. Operator can see any account’s order history without leaving the page.
Every account should be verified with last purchase product names and total sum of the purchase. Operator can see any account’s order history without leaving the page.
Both operator and supervisor can easily add or delete accounts to the merge application.
Both operator and supervisor can easily add or delete accounts to the merge application.
Both operator and supervisor can easily add or delete accounts to the merge application.
Application is featured with bonus sum table so operator can tell the customer about all transactions that will happen once merge is completed.
Application is featured with bonus sum table so operator can tell the customer about all transactions that will happen once merge is completed.
Application is featured with bonus sum table so operator can tell the customer about all transactions that will happen once merge is completed.
If there is a need to change the application, the supervisor can still verify any of the accounts along with the order history.
If there is a need to change the application, the supervisor can still verify any of the accounts along with the order history.
If there is a need to change the application, the supervisor can still verify any of the accounts along with the order history.
Red warning indicates any action that will permanently delete an entry.
We implemented a system of warnings throughout the system, using colors to denote their importance
Red warning indicates any action that will permanently delete an entry.
Internal CRM for Comfy
3/3
Themes of appeal
Comfy has a substantial support team structured into several smaller teams based on their areas of work. Every time a customer contacts the support center, the operator should document the reason for the inquiry. Due to numerous temporary events throughout the year (such as Black Friday sale, New Year sale, etc.), it is essential for support center managers and supervisors to have the ability to edit and change these themes based on the current needs of the support center. I was tasked with redesigning the old interface (which was actually a simple table with switch controls) to make it more consistent, user-friendly, and robust for the support center operators.
Internal CRM for Comfy
3/3
Themes of appeal
Comfy has a substantial support team structured into several smaller teams based on their areas of work. Every time a customer contacts the support center, the operator should document the reason for the inquiry. Due to numerous temporary events throughout the year (such as Black Friday sale, New Year sale, etc.), it is essential for support center managers and supervisors to have the ability to edit and change these themes based on the current needs of the support center. I was tasked with redesigning the old interface (which was actually a simple table with switch controls) to make it more consistent, user-friendly, and robust for the support center operators.
Internal CRM for Comfy
3/3
Themes of appeal
Comfy has a substantial support team structured into several smaller teams based on their areas of work. Every time a customer contacts the support center, the operator should document the reason for the inquiry. Due to numerous temporary events throughout the year (such as Black Friday sale, New Year sale, etc.), it is essential for support center managers and supervisors to have the ability to edit and change these themes based on the current needs of the support center. I was tasked with redesigning the old interface (which was actually a simple table with switch controls) to make it more consistent, user-friendly, and robust for the support center operators.
Placeholder
As I haven’t signed any kind of NDA throughout my career in comfy, I still feel right about hiding actual department and theme names, so I replaced them with plain placeholders.
Placeholder
As I haven’t signed any kind of NDA throughout my career in comfy, I still feel right about hiding actual department and theme names, so I replaced them with plain placeholders.
Placeholder
As I haven’t signed any kind of NDA throughout my career in comfy, I still feel right about hiding actual department and theme names, so I replaced them with plain placeholders.
The operator can control themes either for all departments or for any specific one.
The operator can control themes either for all departments or for any specific one.
The operator can control themes either for all departments or for any specific one.
As working with themes can impact all departments of the support center, access to it was strictly limited to the Head of SC and department heads.
As working with themes can impact all departments of the support center, access to it was strictly limited to the Head of SC and department heads.
As working with themes can impact all departments of the support center, access to it was strictly limited to the Head of SC and department heads.
The order of categories can be rearranged for any specific department based on the actual needs of the operators.
The order of categories can be rearranged for any specific department based on the actual needs of the operators.
The order of categories can be rearranged for any specific department based on the actual needs of the operators.
Due to technical limitations, there's no possibility to create independent theme customization for different departments, but at least we managed to do it with the categories order for every department.
Due to technical limitations, there's no possibility to create independent theme customization for different departments, but at least we managed to do it with the categories order for every department.
Due to technical limitations, there's no possibility to create independent theme customization for different departments, but at least we managed to do it with the categories order for every department.
Managers and supervisors can control themes for specific departments.
Managers and supervisors can control themes for specific departments.
Managers and supervisors can control themes for specific departments.
Every sensitive action should be confirmed by the supervisor.
Every sensitive action should be confirmed by the supervisor.
Every sensitive action should be confirmed by the supervisor.
sam semenenko
open for work