Project: Visual Tool for a CRM
Project: Visual Tool for a CRM
Embedded Files
Google Drawings
Google Drawings
Project Overview
Project Overview
At my role as a Team Lead in a customer service team, I noticed that associates often struggled to understand and correctly apply Freshdesk ticket statuses, leading to inefficiencies in issue resolution. To address this, I designed a visual flowchart using Google Drawings to serve as a quick-reference guide for associates. This tool simplifies decision-making by providing a color-coded, step-by-step pathway that helps users determine the correct ticket status based on customer interactions.
By implementing this resource, I aimed to reduce errors, streamline ticket management, and improve overall response times, ensuring a more consistent and efficient support process.
My Contributions
My Contributions
At my role as a Team Lead in a customer service team, I noticed that associates often struggled to understand and correctly apply Freshdesk ticket statuses, leading to inefficiencies in issue resolution. To address this, I designed a visual flowchart using Google Drawings to serve as a quick-reference guide for associates. This tool simplifies decision-making by providing a color-coded, step-by-step pathway that helps users determine the correct ticket status based on customer interactions.
By implementing this resource, I aimed to reduce errors, streamline ticket management, and improve overall response times, ensuring a more consistent and efficient support process.
Overview of the ADDIE Model
Overview of the ADDIE Model
ADDIE (Analysis, Design, Development, Implementation, Evaluation) was carefully considered when developing this project.
Analysis Phase
Identifying the Need:Pain Points Identified:Associates were confused about when to update ticket statuses (e.g., when to mark as "Remind Me" vs. "Waiting on Internal").
Inconsistent use of statuses caused inefficiencies in customer issue resolution.
Target Audience:
Customer service associates handling support tickets.
Learning Objectives:
Accurately select the correct Freshdesk ticket status based on the customer’s inquiry.
Reduce errors and improve response time.
Design Phase
Instructional & Visual Design Decisions:
Flowchart format to show decision pathways.
Color-coded status categories for quick recognition of the SLA Timer Status(e.g., Green for “Running,” Yellow for “Paused,” Red for “Stopped”).
Simple decision points to guide associates through the process.
Icons & labels to make it visually intuitive.
Development Phase
Tools Used:
Google Drawings for flowchart creation.
Freshdesk documentation to ensure status definitions were accurate.
Customization Features:
Editable decision paths to accommodate process updates.
Printable & shareable format for easy access.
Preview of the Flowchart (screen shot posted above)
Implementation Phase
How It Was Rolled Out:
Introduced during team meetings and one-on-one coaching.
Shared in company's wiki.
Used as a reference tool during live customer interactions.
Delivery Format:
Available as a digital file & printable poster for the workplace.
Integrated into onboarding training for new hires.
Evaluation Phase
How Effectiveness Was Measured:
Team feedback: Collected responses on usability and clarity.
Performance tracking: Monitored accuracy of ticket status selection before and after implementation.
Managerial observations: Assessed whether associates needed fewer corrections in ticket status usage.
Results & Adjustments:
Decrease in incorrectly categorized tickets.
Faster resolution times due to improved status management.
Minor updates made based on feedback (e.g., adding an example for each status).
Minor updates made based on feedback (e.g., adding an example for each status).
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