B2B call center enablement platform: Improving performance by 32% with a codebase audit
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Project overview
Sales outreach over the phone can be a tedious process riddled with operational inefficiencies. Without proper call-tracking and analytics, sales development representatives (SDRs) and managers are bound to take longer to book appointments and make costly mistakes in approaching leads.
However, companies don’t have to put up with the costs of these inefficiencies as if they were an inherent part of business. Instead, they need a business intelligence platform that streamlines robust multi-role workflows and provides timely data insights to boost outreach performance across the board.
Our client, a US-based company, decided to deliver such a solution for sales development representatives (SDRs) and managers. Launched as an MVP before our partnership began, the initial version of its B2B call center enablement platform was well-received by the intended audience.
However, as the company’s customer base was growing, multiple issues with the codebase emerged. Our client struggled to scale the platform, and certain bugs and performance issues undermined the user experience. Furthermore, the technical debt represented a substantial roadblock to adding new critical features users were clamoring for.
Ready to mature the platform and grow its user base, the company turned to Darly Solutions to improve its scalability and expand its functionality.
Services
Challenges
Our client came to us with one major challenge: scaling and maturing the platform. While the product’s early iterations validated the idea and demonstrated its value, the platform lacked several critical features that users required, as reflected in their feedback. They included time zone tracking and a clear separation between role-based workflows.
Implementing those features, however, proved difficult without addressing the platform’s technical debt first. So, we had to review the existing code to pinpoint and remove bugs and performance bottlenecks. That way, we could stabilize the codebase, ensure its scalability and maintainability in the long run, and implement new core functionality per our client’s request.
The early user feedback also revealed that several modules were not as user-friendly as intended, making workflows frustrating for our client’s customers. Thus, another crucial task was to revise the product’s existing UI/UX and remove friction sources. That involved aligning the interface design with modern UX patterns and simplifying workflows in line with user feedback.
Following a comprehensive discovery phase during which we studied our client’s product closely, we identified the following strategic needs and technical requirements for the project:
Strategic business needs
01 Improve the platform’s stability with a comprehensive code review.
02 Debug the codebase and eliminate performance bottlenecks.
03 Ensure the platform’s long-term scalability and maintainability.
04 Preserve legacy compatibility with existing systems and database infrastructure.
05 Develop and implement new functionality based on existing feedback to improve the user experience.
06 Redesign several core interfaces to remove friction in certain user flows.
07 Improve the CSAT score by at least 15% following the platform’s updates.
08 Reduce the customer churn rate by at least 10%.
09 Increase the customer lifetime value by at least 10%.
Technical requirements
01 Conduct a comprehensive code review.
02 Prepare detailed recommendations to improve the product’s scalability, performance, and maintainability.
03 Implement these recommendations with the client’s approval (for instance, reduce manual SQL dependencies).
04 Build and integrate the Dial Pad system in the SDR call center workflow.
05 Create a booked demo outcome tagging system.
06 Implement role-based dashboards for SDRs and managers.
07 Build and implement the time zone logic for SDRs.
08 Improve the clarity and consistency of the UX for disposition screens and dashboard filters.
09 Align backend logic with new capabilities while maintaining legacy compatibility.
10 Roll out new features overnight to minimize disruption for users.
11 Monitor post-deployment system behavior and implement hotfixes if necessary.
12 Reduce the application error rates by at least 15%.
13 Speed up the response time by at least 20%.
14 Ensure the task success rate for the redesigned interfaces is above 90%.
We’ll review your codebase and address the technical debt to supercharge performance, scalability, and maintainability, all while removing friction from user experiences.
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Solutions
We began our work on the platform with a comprehensive codebase audit. During this checkup, we evaluated the performance, scalability, and code quality of the platform’s frontend and backend components. Our detailed codebase audit report broke down our findings and outlined recommendations for improving the codebase with the client’s business goals.
After the client’s approval, we implemented the recommendations into the codebase, stabilizing the platform and preparing it for new feature implementations.
Based on the agreed-upon feature delivery priorities, we started building the more pressing core features, such as dashboards and the Dial Pad system. Then, we moved on to lower-priority tasks like reporting improvements.
In line with our iterative delivery approach, we rolled out updates overnight to minimize user disruptions. Our developers monitored the post-release product performance and remained available to implement any hotfixes.
Thanks to our partnership, our client improved the platform’s performance, scalability, and maintainability in the long run while maintaining compatibility with legacy systems and databases. The platform’s new features and enhanced user experience increased customer retention and user satisfaction.
Codebase audit
Before developing and implementing new functionality, we needed to stabilize the existing codebase. To that end, we conducted a comprehensive codebase audit to assess system behavior across core user flows (dialing, booking, and reporting). We focused on identifying performance bottlenecks and sources of user frustration, all while being mindful of legacy compatibility requirements.
As a result of the audit, we put all our findings into a comprehensive report. It included a high-level overview of the solutions for the identified performance, scalability, and UX issues. This report provided the product owner with full visibility into the scope of work ahead. Besides, we could prioritize work accordingly, ensuring our resources were used efficiently.
Stabilization and refactoring
With our client’s approval, we moved on to removing the performance bottlenecks and improving the platform’s stability across core platform modules.
For example, we minimized manual SQL dependencies wherever possible by moving the logic to the frontend and backend. We worked closely with the client’s SQL team while refactoring the code to ensure we preserved legacy compatibility while preparing the foundation for implementing scalable new features.
Following our codebase improvements, the platform’s performance increased by 32% (as measured by the Apdex score). In turn, the application error rates went down by 26%, while response time improved by 23%.
Core interface redesigns
Our client provided user feedback that mentioned several sources of friction in workflows. They involved disposition screens and dashboard filters. SDR onboarding and manager user flows also lacked clarity, unnecessarily complicating the learning curve for new users.
We reviewed those user flows and pinpointed the best ways to align them with modern UX principles. With our client’s green light, we redesigned them and translated our wireframes into a fully functioning front-end code. Owing to those improvements, our client secured a 91% task success rate across the platform and improved user satisfaction by 24%.
Role-based dashboards
One of the improvements the existing users clamored for was a clear separation of dashboard functionality for different user categories (managers and SDRs). So, our client put it high on the priority list.
We built and implemented these role-based dashboards with filterable charts and CSV reports. Our dedication to intuitive data visualizations made the dashboards easy to use and navigate. As a result, early users reported a substantial decrease in the time they spent retrieving relevant business intelligence and wrapping their heads around it.
Built-in Dial Pad system
SDRs already using the platform were also dissatisfied with the lack of a Dial Pad system that could be handy in their call center workflows. So, we developed and integrated this system into the platform.
Based on user feedback, we ensured the Dial Pad system supported manual input and follow-up tagging. The system also allowed for tracking various call status indicators to enable SDRs to stay on top of the latest changes in call status in real time.
We rolled out the feature update overnight to minimize disruptions for the user base and kept a close eye on the platform’s performance. Thus, we were ready to implement hotfixes right away if needed. Users praised the Dial Pad system, substantially due to the increase in the CSAT score among SDRs using the platform.
Booked demo outcome tagging system
Another highly desired feature among managers and SDRs was the tagging system. It allowed users to keep track of calls using tags. We ensured those tags would reflect various possible call outcomes and rescheduled calls.
The implemented tagging system enabled managers and SDRs to filter calls based on their status easily. It facilitated the work with call data and enabled progress reports. Thanks to our attention to the UX quality, the system’s user flows we deemed intuitive and simple by early users, contributing to an improvement in the CSAT score for the whole platform.
Time zone logic
We enhanced the backend with time zone logic and reflected new capabilities in the interface to meet the needs of users working across multiple time zones. The new capabilities included editable location fields, automatic IANA time zone resolution, and seamless data syncing between the frontend and backend layers.
Thanks to the introduced logic, the platform’s users no longer had to consider the time zone difference while handling calls across time zones. This saved them precious time while mitigating the risk of missed appointments or calls made at inappropriate hours. As a result, SDRs could book more appointments and improve their performance by preventing time zone difference mishaps.
Streamlined reporting
The platform’s initial data reporting infrastructure was fragmented, so one of our goals was to streamline the related user flows. Also, to further facilitate reporting, we introduced several new features. These included CSV export for selected data, comprehensive filters for dashboards, and customizable call outcome summaries.
As a result of all these improvements, end users reported a 17% decrease in the time spent on completing reporting tasks with the platform. At the same time, the human-centered UI/UX design tenets we applied to the reporting module improved its task success rate by 27%.
Tech stack
Impact
The revamped platform was a success among managers and SDRs. It boosted their performance from two conversations per day to thirty and increased the appointments booked from 0.5 to 3 per day. It translates into an average of 20+ appointments booked a month per caller using the product.
With our codebase revisions, UX improvements, and feature updates, the client could grow the product further. Thanks to our involvement in the project, the client could benefit from the following:
Our developers will help you act on user feedback by implementing new capabilities, improving user flows and interfaces, and addressing technical debt.
Contact usTestimonials
The responsiveness, attention to detail and high-level communication from Darly Solutions was outstanding. Communication with the team was all online and was absolutely seamless. They were highly responsive, worked to tight deadlines and provided great feedback and communication throughout the entire project to ensure it remained on schedule and all quality requirements were being met. They exceeded all of our expectations, from design through to delivery.
LLC Darly Solutions's team performs well since the collaboration started. They are fluent in specific programming languages, they are also fluent in English, and they have a great response time. What is most unique and impressive about Darly Solutions is that everyone in the team is inherently communicative and understands the expertise of their respective fields. The team is very agile and can predict stress situations in which we work together to fix and maintain.
Darly Solutions' work so far inspires confidence, as they're skilled and trustworthy. The health platform is incredibly happy with their work. The team at Darly is communicative, responsive, and responsible. I’d recommend them to people looking to do more than build a simple little software.
By collaborating with Darly Solutions, there is a significant improvement in the project's quality of codes compared to their original codebase. They lead efficient project management and keep the client updated with their reports. They're a flexible team that delivers promising results. They don't just do as they're told, they actively participate in the design process, which is going to yield us a much better platform in the end.
Darly Solutions was able to develop the site with all functions running. The team was responsive throughout the engagement. They excelled at scheduling and delivered projects on the specified timeline. The whole team was a pleasure to work with. I am very glad that I entrusted them with my project, this is the best company for me!
The quality of their work is very high, and we get very good customer feedback on what our site looks like. They're very reliable and have a great overview of the technologies they're using. They meet our deadlines and are very accurate with their time estimations on a project. In addition, they're responsive and great with communication with a great command of English — it's very easy to talk to them. Moreover, we've integrated them into our development and scrum process, where we have daily stand-ups with their project manager and developers through Slack.
LLC Darly Solutions are highly skilled at UI/UX and follow very good engineering standards, and have been very professional in its approach to all the work to date (including the initial consultancy, which was the deciding factor). They have taken ownership of the work in way that demonstrates how much they value the work they are doing and consequently the work we are doing. I am gaining confidence that the decisions they make are good decisions and that this will result in a product that will exceed our initial expectations.
Darly Solutions developed the app in a quick manner, and the code quality was excellent. The professional team was committed to building a successful product. The code quality was good, and the app has been built in a little more than 1 month, which is a result I'm very happy with. They were laid back but professional at the same time.
Darly Solutions’ work helped my business tremendously. They were able to identify key areas for growth and improvement. The team was communicative and professional throughout the entire engagement. LLC Darly Solutions is a solutions-oriented vendor that drives results. They’re really professional and they know what they’re doing. The team knows how to identify my problems and solve them.
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