The problem
Customer information was scattered across fragmented Excel workflows — agents copied and pasted between tools, lost context between conversations, and spent minutes just capturing a contact before they could help. Without a single source of truth, every interaction started from scratch.
What I designed
- One customer record. A unified 360° view that pulls calls, chats, emails, and history into a single profile — so context travels with the conversation instead of getting lost between channels.
- Fast contact capture. Streamlined capture and editing flows that replaced spreadsheet busywork, cutting the time to log a contact from minutes to seconds.
- Context at a glance. Surfaced recent activity, lifetime value, and sentiment where agents need them, so they can act with full context from the first second of a call.
Approach
The work meant turning a messy, manual process into a clear, structured interface. I partnered with product, engineering, and data to map how information actually flowed between systems, then designed a record model and UI that scaled across the platform and stayed consistent with Nextiva's design system.
Outcomes
- Min → SecFaster contact capture
- 360°Single customer record
- LowerAgent handle time
Replaced fragmented Excel workflows with a unified view that cut contact-capture time from minutes to seconds and lowered agent handle time. Full case study and process walkthrough available on request.