Client Relationship Management Email Plugin

Optimizing Sales and Support efficiency with instantaneous insight into
clients’ backgrounds, event histories, and purchase options.

Front-End Development (AngularJS, Sass), UI Design

 
Humanizing the new hire experience with responsive, educational, event-driven emails.
 
 

Problem: Flying Blind

 
 

Sales and Support teams were interacting with hundreds of clients a day without any insight into where they were in the sales funnel or what opportunities they could be eligible for. Without a CRM or easy access to this vital information, we were leaving revenue on the table and providing sub-optimal customer service.

 
 
 

Understanding User Needs

 
 

First, it was vital to understand what information our Sales and Support teams were looking for, and what information was available in our database. Rounds of interviews and shadowing coworkers helped me understand the pace of their work and the most common questions, actions, and needs. Then, I partnered with a Software Engineer to understand what information we were collecting and could display.

Because the majority of interactions with clients took place over email, we built a plugin that uses email addresses as the unique identifier for loading a client’s information. Click to open an email, and the plugin will auto-refresh with that client’s data.

 
 
  • Brand & Partner DetailsDomestic TopResume or international TopCV customer, including the partner (usually a job board) that they came to us through.
  • Lead vs. Paying ClientMost clients begin their relationship with us through a freemium resume critique. It is critical to understand at-a-glance if someone has purchased a resume re-write or not.
  • Event HistoryWhat products and services they have purchased, upsells their are eligible for, transaction and email history.
  • Personal DetailsLead score, years experience, industry, and a link to view a client's resume or CV.
 
 
 

Open Source Frameworks

 
 

We developed the application using the front-end framework, AngularJS, and using Angular Material for the UI components. Utilizing these open-source systems allowed us to start modernizing our tech stack and hit the ground running, getting to a functional MVP quickly, without sacrificing upfront time establishing a visual design system.

 
 
Angular@2x.png
 
 
 

The App

In the early days of Talent Inc., all Sales and Support communication was done through Gmail, and thus, the app was developed as a Chrome extension. Once we upgraded to Front for all client communications, the app was slotted in as a plugin, seen below.

 
The email plugin works inside of Front.

The email plugin works inside of Front.

 

The primary theme color is used as an indicator of whether a client has purchased or not. Green = has purchased, blue = has not.

The header contains basic information about the client’s name, the persona they have been interacting with, and where they’ve funneled into us from. Tabs separate detailed client information, canned responses, and notes left by Talent Inc. staff.

 
 
Purchasing client.

Purchasing client.

Client who has not yet purchased.

Client who has not yet purchased.

 
 

Users can, at-a-glance, understand a client’s product history, make edits to their profiles, offer them new products, leave notes, and respond to comment questions. A simple click on “insert” will automatically generate a reply email with brand-appropriate language, helping new Sales team members reduce ramp-up time, and saving the team valuable clicks and seconds with every interaction throughout the day.

 
Edit client information.

Edit client information.

Add a note.

Add a note.

Insert a canned response to common questions.

Insert a canned response to common questions.