Telecom Service Platform
unified platform for telecom operators that combines an agent‑facing CRM workspace with a customer self‑service portal
Role: Usability Architect
Duration: 4 months
Overview
Telecom operators face fragmented workflows:
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Agents juggle multiple CRMs, knowledge bases, and ticketing tools.
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Customers rely on long IVR journeys, chatbots, and physical stores — all siloed and inconsistent.
The objective:
👉 Create a unified platform where:
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Agents get a single CRM workspace for case handling, billing, and service requests.
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Customers access a self-service portal that mirrors agent capabilities, reducing dependency and wait times.
Discovery
Agent pain points:
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Switching between 6–7 systems for simple tasks (billing, plan change, outage reporting).
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Lack of customer context → repeated questions frustrate both sides.
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Escalations due to inconsistent knowledge articles.
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Customer pain points:
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Long IVR menus & repeated authentications.
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App shows basic balance info, but can’t resolve service requests.
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High dependence on physical store visits for SIM, KYC, device upgrades.
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Research Methods
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Shadowed contact center agents during live calls.
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Conducted customer journey mapping (prepaid vs. postpaid, urban vs. rural).
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Interviewed store managers to capture offline challenges.
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Ecosystem mapping of existing tools → revealed duplication of effort and cost.
Solution
The Unified Platform was designed as a two-sided system with shared architecture:
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A. Agent-Facing CRM Workspace
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360° Customer View → billing, usage, device, complaints in one dashboard.
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Contextual Suggestions → next best action, recommended plan upgrades.
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Unified Case Handling → billing disputes, network issues, and KYC requests all managed in one flow.
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Collaboration Layer → agents can escalate seamlessly to technical teams with pre-filled data.
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B. Customer Self-Service Portal
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Single login across mobile app, web, and WhatsApp bot.
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Service request mirroring → SIM replacement, plan upgrade, complaint registration, real-time status tracking.
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Guided Journeys → simplified flows for non-tech users (elderly, rural).
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Knowledge Hub → contextual FAQs, personalized help.
Prototype