Airtel | Service Design by Onething
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.
Project Insights
• A visual call flow builder would be ideal.
• Scalability of the platform is of the utmost importance.
• Logical categorization of myriad features and tools.
• 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?
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.
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!
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 users to maintain flow when toggling back and forth between tasks.
We designed a solution for Airtel, so customer support employees can establish clear communication with the customers.
Check out the full case study on onething.design.