Lead management system
Lead management system
Bridging between new automated processes and on-ground reality
Bridging between new automated processes and on-ground reality
The Challenge
The Challenge
The Challenge
The existing legacy panel wasn't built to handle automated dealer onboarding. Key Account Managers (KAMs) were drowning in manual processes, managing leads through Google Sheets, tackling between four to five separate forms, and spending excessive time on repetitive verification tasks.
The existing legacy panel wasn't built to handle automated dealer onboarding. Key Account Managers (KAMs) were drowning in manual processes, managing leads through Google Sheets, tackling between four to five separate forms, and spending excessive time on repetitive verification tasks.
How does the current system work?
How does the current system work?
I began by interviewing KAMs and diving deep into the existing workflow to understand where the system was breaking down.
I began by interviewing KAMs and diving deep into the existing workflow to understand where the system was breaking down.
Key Problems Identified
Key Problems Identified
Key Problems Identified
Fragmented workflow: KAMs had to jump between Google Sheets for lead assignment and the panel for processing.
Manual lead assignment: No automated regional mapping—all done manually via spreadsheets.
Repetitive data entry: Same information being entered across multiple forms.
Unclear progress: No clear tracking of lead status
Fragmented workflow: KAMs had to jump between Google Sheets for lead assignment and the panel for processing.
Manual lead assignment: No automated regional mapping—all done manually via spreadsheets.
Repetitive data entry: Same information being entered across multiple forms.
Unclear progress: No clear tracking of lead status
User Segmentation
User Segmentation
I identified four distinct user types, each with specific needs and access to the panel.
I identified four distinct user types, each with specific needs and access to the panel.
Key Account Manager (KAM)
Key Account Manager (KAM)
Need: Streamlined workflow, clear lead status
Need: Streamlined workflow, clear lead status
Access: Assigned leads, verification flows, exception handling
Access: Assigned leads, verification flows, exception handling
Team Lead (TL)
Team Lead (TL)
Need: workforce management, escalation management
Need: workforce management, escalation management
Access: Team performance data, escalation cases
Access: Team performance data, escalation cases
Quality Check (QC)
Quality Check (QC)
Need: Exception review and their approval/rejection processes
Need: Exception review and their approval/rejection processes
Access: Approval with exceptions
Access: Approval with exceptions
Super admin
Super admin
Need: Complete system access, override permissions
Need: Complete system access, override permissions
Access: All system functions, override capability
Access: All system functions, override capability
Final Designs
Automated lead assignment
Region-based automatic KAM assignment
Elimination of manual Google Sheets management
Automated lead assignment
Region-based automatic KAM assignment
Elimination of manual Google Sheets management
Integrated verification flows
API-based document verification
Automatic retry mechanism (2 attempts, then manual)
Clear visibility into verification status and responses
Integrated verification flows
API-based document verification
Automatic retry mechanism (2 attempts, then manual)
Clear visibility into verification status and responses
Exception handling framework
Structured workflow for handling failed verifications
Pending case management with time-based tracking
Exception handling framework
Structured workflow for handling failed verifications
Pending case management with time-based tracking
Communication system
In-panel notifications and calling capability
Email escalations to appropriate stakeholders
Real-time status updates
Communication system
In-panel notifications and calling capability
Email escalations to appropriate stakeholders
Real-time status updates
Future Enhancements
Future Enhancements
Call Quality Tracking: Design a system for monitoring and improving dealer-KAM communication quality
Multi-Code Onboarding: Support for high-volume dealers needing multiple registration codes for tax optimization
Smart Scheduling: Notification and scheduling system for leads marked for later follow-up
Workforce Management: Enhanced TL dashboard with team capacity planning and performance analytics
Call Quality Tracking: Design a system for monitoring and improving dealer-KAM communication quality
Multi-Code Onboarding: Support for high-volume dealers needing multiple registration codes for tax optimization
Smart Scheduling: Notification and scheduling system for leads marked for later follow-up
Workforce Management: Enhanced TL dashboard with team capacity planning and performance analytics
Let's make something incredible together
Let's make something incredible together