Agile Call
What the team delivered
The team received a clear digital tool, transparent operating logic and a foundation for further scaling.
Challenge and solution
Challenge
Unify fragmented processes in one clear tool and remove manual work slowing the team down.
Solution
We designed the user journey, roles and key screens, validated the prototype on real scenarios and then moved into development.
Delivered work and business value
Work delivered
- Brought customer information and conversations into one workspace.
- Designed how staff pass on enquiries while keeping the customer’s information.
- Prepared screens for receiving enquiries and handling customer messages.
- Built a web interface for the team’s daily work.
Business impact
- Customer context in one place: information and conversations stay linked to the current enquiry.
- Handing work to a colleague: another employee can continue a task with its original information.
- Information close to the task: relevant details are available together rather than across separate tools.
- Clear responsibilities: roles and steps show the team who needs to do what next.