SYMBIO UCaaS Customer Portal for Government and Enterprise Clients

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✓  PRODUCT MANAGEMENT

✓  USER EXPERIENCE DESIGN

✓  SERVICE DESIGN

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Objective:

​​Primary Goal: Increase customer satisfaction and reduce the turnaround time for number diversions on customer phone numbers.

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​Secondary Goal: Improve disaster recovery responsiveness by enabling direct management of service configurations.

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Challenge:​

Issue: Customers had to contact the operations team via phone or email to place a number diversion, which took 1-3 days to complete. This process consumed valuable time from the operations team and often required customer follow-ups to ensure completion.

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Solution:​

Actions Taken:

• Project Leadership: Launched and oversaw the continuous development of a $1.8 million telecom portal from inception to launch.

• Cross-Functional Coordination: Coordinated efforts across engineering, design, marketing, and sales teams to ensure project success.

• Stakeholder Engagement: Conducted requirements gathering workshops and market research with stakeholders.

• User-Centered Design: Defined key personas and user stories, prototyped the MVP, and facilitated user testing and feedback with key government and enterprise customers.

• Iterative Improvement: Driven iterative product and experience enhancements based on user feedback.

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Results:

• Customer Migration: Successfully migrated 35% (98,000 numbers) of all customer inventory onto the platform in the month we launched in June 2023.

• Operational Efficiency: Enabled customers to self-service number diversions, freeing up valuable time for the operations team.

• Enhanced Visibility: Increased visibility of customer number inventory.

• Customer Satisfaction: Significantly increased customer satisfaction by reducing the need for follow-ups and ensuring timely service delivery.

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Contextual Information:

Industry: Telecommunications

Role: Product Manager

Team: Led a team of designers and a product owner and collaborated with the development team, marketing, operations, and sales.

Timeline: 2 years

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Specific Tools and Technologies Used:

Analytics and Marketing: Google Analytics, MailChimp, LinkedIn

Design and Collaboration: Figma, Miro

Project Management: Jira, Confluence

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Personal Contributions:​

Innovations:

• Self-Service Capability: Introduced self-service capabilities that allowed customers to manage number diversions independently, a first for the company.

• User-Centered Design: Implemented user-centered design principles, which significantly improved the user experience and functionality of the portal.

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Challenges Overcome:

• Stakeholder Alignment: Overcame initial resistance from stakeholders by demonstrating the efficiency and cost benefits of the self-service portal.

• Technical Hurdles: Addressed technical challenges related to integrating the new portal with existing systems, ensuring seamless functionality and data integrity.

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Learning Outcomes:

• Cross-Functional Leadership: Gained valuable experience in leading cross-functional teams and coordinating complex projects.

• User Experience: Learned the importance of continuous user feedback in product development, leading to more user-friendly and effective solutions.

• Stakeholder Management: Enhanced skills in managing stakeholder expectations and securing buy-in for innovative solutions.