CRM SYSTEM
FOR STATION USE

A complete CRM solution for the internal use at Twinner Station (Twinner GmbH) for managing the customer base.

GOAL 1

To create a feature that would bring all the pieces of physical and digital operation together

GOAL 2

Build strength of the overall product with this all-in-one management solution

GOAL 3

Notify about immediate action items to increase customer satisfaction

Project Overview

With a growing amount of customers the previous ticket system was simply unscalable and needed a proper rework for the search, action items and notifications functionalities rework.

Major pain points

Bad functionality of the existing search-system, difficulty to manage time when juggling between different customers

Necessities

Staff doesn’t have any means to remind them of urgent action items, lack of the communicative functions of the Ticket System

Good-to-have's

Connection with the price-monitoring tools, shifting to prior parts of the operational process / or skipping forward if needed

Twinner GmbH is a car-selling company which implements innovative methods of used vehicles trade by facilitating the inspection with making the 3D scan and AI check of the car at Twinner Station together with a physical check, providing a complete price consultation based on the instant marketing analysis and a total stress-free selling process for the customers. The CRM system was needed for managing the whole database of clients with giving the notifications to the Twinner Station crew regarding the urgent action items. The CRM system has a Desktop-first approach as it's mainly used within the Twinner Station premises.

Research

TO BETTER UNDERSTAND TWINNER STATION NEEDS, WE HELD A FEW WORKSHOPS WITH THE PRODUCT TEAM INCLUDING THE STAFF INTERVIEWS AS WELL AS VOTING FOR THE PRIMARY ISSUES OUR SYSTEM SHOULD SOLVE.

In order to come up with right solutions for not only the station, but the customers we got back to the User Personas built by me prior to see how our customer base would react to the changes we have on our operations side and got a positive conclusion that the time efficiency we achieve with the new CRM system would only contribute our base customers whose main concern is time.

Structure

The first update to the existing CRM system was the more advanced filtering system

Update 1

Update 2

The first update involved the addition of a notification dashboard for highlighting the urgent action items

Update 3

The advanced ticket structure was introduced to provide an all-in-one solution for the station to access all the customer data at once as well as the ticket status.