Implementing a CRM tool
Background
The client identified a need to improve the continuity and consistency of help desk support to its users. To better manage specialist support, the client introduced a new CRM tool and centralised email address.
Objectives
Provide a seamless experience for users seeking support from specialists.
Process
Working within a project team I led content and communication creation to educate and inform stakeholders.
I used Miro and PowerPoint to generate visual messages to best communicate complex ideas, user journeys and technical processes.
Applied expertise & methodologies
Service Design | Journey Mapping | web content writing | communications | sketchnoting
Created content for Calendly and the webpage; journey maps; explanatory infographics.
Outcome
Created a new ‘Consult with us’ bookable service and implemented a new CRM model to provide continuous support to users.
Next steps
Follow-up research is scheduled for Q1 2024 to gain feedback from both users about the usability of the new CRM service.