Reduce support load and help partners solve order issues in seconds, without support.
<aside> 💡
How might we transform a slow, support-heavy CRM into a self-service tool, enabling partners to instantly check order statuses, track shipments, and resolve issues without relying on phone or email, so we cut resolution time from hours to seconds and increase business efficiency?
</aside>
Redesign the order-tracking experience as a streamlined, self-service system — built on real user needs, data insights, and aligned with business goals.
<aside> ✅
Support requests dropped as users gained access to real-time statuses, exports, and self-service tools within the system.
</aside>
<aside> 👍
Customer Satisfaction increased by 22%, reaching 89.4% after simplifying workflows and reducing delays.
</aside>
<aside> <img src="notion://custom_emoji/d5608a03-fbd0-49bb-8edb-bf3347bef2b9/20789c92-a4af-8059-98b5-007a78b0c6af" alt="notion://custom_emoji/d5608a03-fbd0-49bb-8edb-bf3347bef2b9/20789c92-a4af-8059-98b5-007a78b0c6af" width="40px" />
Reordering time was cut from 20+ minutes to under a minute with a streamlined repeat flow.
</aside>
<aside> <img src="notion://custom_emoji/d5608a03-fbd0-49bb-8edb-bf3347bef2b9/20789c92-a4af-8058-9d54-007adba0187c" alt="notion://custom_emoji/d5608a03-fbd0-49bb-8edb-bf3347bef2b9/20789c92-a4af-8058-9d54-007adba0187c" width="40px" />
The System’s Usability Score improved significantly, reflecting faster workflows, reduced friction, and greater user confidence.
</aside>
<aside> 💸
Cost savings came from reducing manual support and optimizing core partner tasks, enabling faster self-service and lowering operational overhead.
</aside>
| Problem | Description |
|---|---|
| Legacy CRM (2012) | ⏳ Rewrite not feasible within timeline and budget |
| Carrier API limits | 🕒 Real-time polling overloaded system, 15-min delay enforced |
| Multi-brand sessions | 🔐 Separate logins required per entity before SSO |
| Data table issues | 🐢 No pagination, one filter, no export — slow performance. |