Discovery & Research

I sat with the ops & support teams, studied user complaints, CRM flow, and app analytics. Key observations:

• Users didn't know support tickets could be raised via app

• Agents lacked tools to log or track previous issues.

• Technicians had no real-time update mechanism.

• Customer expectations were high due to "free service" promise.

Solution (3-Phase Rollout)

Phase 1 – Ticketing System MVP:

• Redesigned the customer facing app's Support section.

• Agents could raise support tickets via CRM during their calls with subscribers.

• Tickets linked to user profiles with stages: Open, In Progress, Closed.

• Prevented duplicate tickets for the same issue.

Result: Structured ticketing → Faster resolutions

Phase 2 – Communication touch points + Call Integration

• Integrated Tata Tele cloud calling into CRM.

• Call logs, recordings mapped to support tickets.

• Built timeline feature under Support tickets which records call logs, ticket status timestamps, comments, etc.

Result: 50% fewer calls to support and Higher app engagement for ticketing

Phase 3 – Technician App (PWA)

• Launched a mobile-first Progressive Web Application(PWA) for on-ground cycle technicians.

• Features: Service checklist upload, customer calling, live location, OTP-based ticket closure.

• Added comment threads on tickets for updates.

Result: 3x faster service closure and Real-time updates improved customer trust

Business Impact

Metric	Before	After
Negative reviews/month	6–10	0–1
Support call volume	High	Reduced by 50%
Service completion speed	Slow	3× faster
Customer app usage	Low	Significantly improved

Product Thinking Behind it

“Solving basic CX frictions with tech infra drives word of mouth, reduces churn, and sets a foundation for scalable ops.”

This system aligned tech with business goals:

• Reinforced the “free service” promise

• Boosted retention & referral potential

• Created trust through transparency.

What's Next?

• Auto-assign technicians based on location & availability.

• Introduce chatbot for faster ticket raising.

• Enable ticket rating for technician performance feedback.

• Create a dedicated ticketing system where a ticket is created for each missed calls.

Tools and Stack

• Node.js backend + React.js for CRM frontend.

• Tata Telephony Cloud API and webhooks.

• WhatsApp (MyAlice) and email (mandrill) APIs.

• PWA (Technician) App with react.js.

• Design and wireframes: Miro, Microsoft PPT

• Project management: Jira