Airtel
Simplifying customer engagement, across touchpoints!
Introduction
India’s leading telecommunications company, Airtel, had a vision; to provide a complete cloud communication suite for businesses to transform customer engagement, across channels! The process outlined designing an enterprise grade solution from the ground up, enabling support employees within businesses to establish clear communications.
INDUSTRY
Telecommunication
PLATFORM
Responsive Web
SERVICES
User Research
UX UI Design
Re-designing Challenges
Challenge 1
A visual call flow builder would be ideal.
Challenge 2
Scalability of platform is of the utmost importance.
Challenge 3
Logical categorization of myriad features and tools.
Challenge 4
An attractive and streamlined visual interface.
Multichannel customer communication, simplified!
Allowing businesses to manage relationships, irrespective of their medium, like never before.
How can we build a system which allows users to seamlessly switch between customers, interactions, and concerns, without breaking logical consistency or flow?
Outcomes
Mindful dashboard design
We crafted the call logs dashboard to provide as much information as possible, at a glance, allowing users to get a bird’s eye view of all the significant information. Helping users gather as many insights into the customer in question was crucial.
OUTCOMES
Bulk data management
A simplified number management system, which allowed anyone utilizing Airtel IQ to manage a bulk of contacts without having to delve into granular management made the platform that much more user friendly!
OUTCOMES
Simplified navigation
The information architecture was a linear one, allowing anyone on the platform to quickly and easily snap between functions, without getting locked into any one feature at a time. This allowed for users to maintain flow when toggling back and forth between tasks.
The impact
Adoption
55%
increase in adoption
New customers
125%
increase in customers
in the first 6 months of launch
Testimonials
They have a very solid design team. The team came up with some interesting design angles with an insightful creative flow. Even though the work happened remotely, the desired output was delivered on time.
Kartik Bhandari
Product Manager, Airtel
