Missed opportunities
Wasted time
Frustrated employees
Key Problems
Through extensive interviews with sales staff and analysis of customer experience pain points, I identified three core problems:
Lack of Centralization
The sales team was working with multiple, disconnected systems, such as Excel, Power BI, and manual notes, which led to fragmented data. This fragmentation meant that essential lead information was spread across various platforms and wasn't easily accessible from one centralized location.
Manual, Error-Prone Processes
Sales representatives were stuck in a time-consuming manual process where they had to repeatedly enter the same data into multiple tools. For example, lead details were manually copied from one system to another, or information was written down on paper and then later entered into the LMS system.
Limited Tracking & No History
The old LMS system lacked an integrated history of communications and contract statuses. Sales representatives could not easily see the entire lead journey, and previous interactions weren’t tracked in a way that made them accessible for future actions.
Given the scale of this project, I’ve divided it into distinct phases for easier understanding. Feel free to explore them as you go.