CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX

team size
5
country
Germany
Client Name
Camyno
CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX
CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UXCRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX
CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX

Complete UI overhaul

Our research revealed that information overload was the main source of dissatisfaction with the CRM system’s previous UI/UX design. So, we revamped the whole interface, creating streamlined information architecture, wireframes, and prototypes for 30+ screens with simplified, convenient user flows.

Our efforts paid off. Our redesign made navigating the system and working with data much easier for users. This enabled a 36% CSAT increase among the CRM system’s users, powered by faster time on task and lower user error rates.

CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX

Fully responsive design

In line with our client’s requirements, our 30+ screens included responsive interface design variations. We optimized layouts for various screen sizes to ensure the CRM system remains easy to use on both desktop and mobile devices.

Our responsive interface, powered by Angular and D3.js, enabled both ISPs and their customers to use the CRM system on the go. Internet provider customers in particular praised the convenience of it, which contributed to a 31% increase in the NPS scores of the ISPs that adopted Camyno.

CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX

Dynamic real-time data visualizations

Data visualizations also required a complete overhaul, not just to facilitate working with data but also to improve their performance.

We redesigned the analytics dashboards to ensure users can quickly grasp all key activity metrics across the whole network or in individual customers’ cases. These metrics included connection status, bandwidth consumption, data usage, and network performance across multiple servers and networks.

Thanks to our intuitive graphs, charts, and widgets, ISPs could quickly identify and respond to incidents. In fact, early adopters reported a 43% increase in incident response speed thanks to the CRM system.

CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX

Intuitive customer database workflows

Of course, the CRM system also had to provide robust customer management capabilities. We designed and implemented a streamlined table view to facilitate working with the customer database. Its entries can be easily filtered, sorted, and customized according to the user’s needs.

At the same time, ISPs can view individual customer details in easy-to-navigate profiles. Our streamlined layout enabled users to quickly locate relevant information like connection status and interaction history, removing another source of friction from user flows.

Thanks to comprehensive customer management tools, ISPs using Camyno reduced customer churn by 17% and sped up customer onboarding by 32%. Early adopters also reported a 31% increase in their NPS scores thanks to faster response time and better customer experience.

CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX

Customizable dashboards

While internet providers’ CRMs needs are similar, no two ISPs have identical workflows. So, we ensured that each ISP can customize dashboards to maximize the system’s data visualization and CRM capabilities.

Our customization options were also among the most commonly praised features of the redesigned CRM system, helping it secure a 36% CSAT score increase among ISPs.

CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX

Customer portal

Finally, the CRM system allows ISP customers to view their personal data, as well as their connection status, network provisioning devices, and their IP addresses. All the technical data is organized in an easy-to-grasp layout with a clear information hierarchy to avoid overloading customers with information.

Thanks to our multiple redesign iterations, ISP customers can now easily navigate this data, as proven by a substantial decrease in the time on task during our testing.

CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX
CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX
CRM System for Internet Service Providers | Darly Solutions Portfolio
5.0 avg rating

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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.

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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.

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