KOFF CRM

THE PAIN

The existing CRM was built on Bootstrap with functional but cluttered interfaces. Call center operators faced several critical challenges:

• Information overload — too much data on single screens without clear hierarchy
• Slow order processing — multiple clicks and scattered information delayed order creation
• Poor visual organization — call history, orders, and live feeds mixed together
• Complex technician tracking — difficulty monitoring master availability across cities and service types
• Inefficient leaflet distribution monitoring — no clear visual system for tracking advertising campaign progress
• Limited real-time visibility — managers couldn't quickly assess call center performance

THE SOLUTION

This wasn't just a UI refresh — it required:

• Multi-role support: Call center operators, managers, technicians, leaflet distributors
• Real-time data: Live call feeds, technician status updates, order tracking
• Multi-city operations: Coordinating services across 6+ Ukrainian cities
• Bootstrap constraints: Working within existing framework limitations
• High-volume environment: Operators handling 50-75+ orders daily

THE PAIN

Working within Bootstrap framework while significantly improving UX required strategic decisions:

• Maintain Bootstrap grid and components for development speed
• Enhance visual hierarchy through color, spacing, and typography
• Reduce cognitive load without removing necessary functionality
• Improve workflow efficiency without complete rebuild

THE SOLUTION

My process:

• Audit existing flows — identify bottlenecks in order processing
• Modular redesign — tackle one module at a time (call history, orders, statistics, tracking)
• A/B testing — create multiple variants, test with operators, choose best performer
• Bootstrap enhancement — custom CSS overlays on Bootstrap foundation
• Iterative improvements — continuous feedback from call center staff

THE PAIN

Operators needed to juggle three critical information streams simultaneously:

• Call history — tracking inbound/outbound calls with timestamps and durations
• Active orders — managing service requests with status, location, and technician assignment
• Live feed — real-time events requiring immediate attention
• The old interface mixed everything together, causing operators to miss critical information

THE SOLUTION

I redesigned the dashboard with clear visual separation and prioritization:

• Top Section — Caller Information
• Middle Section — Call History Table
• Bottom Section — Orders Table
• Right Sidebar — Live Feed (Живая лента)
• Results: 30% faster order processing — clearer layout reduced search time
• Reduced errors — color coding prevented address/phone mix-ups
• Better multitasking — operators could monitor calls, orders, and live feed simultaneously

THE PAIN

The company employed leaflet distributors to post advertisements in building entrances across multiple cities. Management struggled with:

• No visibility into who was working, available, or on break
• Unclear productivity — how many leaflets each distributor posted
• City-by-city coordination — difficult to balance workload across locations
• Time tracking — no clear view of distributor activity by time slot

THE SOLUTION

I designed a comprehensive tracking widget with real-time status indicators:

• Top Tabs: Сантехніка (Plumbing) / Бытовая техника (Appliances) for service type filtering
• Section Title: Leaflet Distributors
• Status Filters
• City-Based Table
• Bottom Section — Orders by Time Slot
• Results: real-time visibility — managers instantly saw distributor availability
• Better resource allocation — redistributed workload based on real-time data
• Improved productivity tracking — clear metrics per city and time slot
• Reduced coordination time — no more phone calls to check availability

THE PAIN

Order processing was the core workflow for call center operators. The old interface suffered from:

• Scattered information — customer details, order status, and technician info on different screens
• Too many clicks — creating or editing orders required navigating multiple pages
• Poor status visibility — unclear which orders were new, in-progress, or completed
• Missing context — operators couldn't see full order history at a glance

THE SOLUTION

I designed a comprehensive order table with expandable details and quick actions:

• Top Section — Incoming Call Info
• Action Buttons
• Tab Navigation
• Orders Table
• Expanded Order Details (on click)
• Pagination
• Results: 50% faster order creation — all fields visible on one screen
• Reduced errors — clear status badges prevented duplicate processing
• Better customer service — operators saw full order history instantly
• Improved collaboration — comments and notes visible to all operators

THE PAIN

Managing technician workload across multiple cities and service types was chaotic:

• No real-time visibility — couldn't see which technicians were available
• Unclear capacity — difficult to balance assignments across staff
• Service type confusion — mixing plumbing, appliance repair, and other services
• SIP telephony integration — call status not visible in the same interface

THE SOLUTION

I designed a comprehensive dashboard showing technician status, workload, and telephony integration:

• Top Section — City-Based Technician Status
• Second City Block
• Middle Section — Workload by Time
• Bottom Section — Availability Grid
• SIP Telephony Widgets
• Results: real-time workload visibility — managers could balance assignments instantly
• Better resource utilization — reduced technician idle time by 25%
• Faster dispatch — available technicians identified in seconds
• Integrated telephony — call status visible without switching screens

THE PAIN

Monitoring leaflet distributors in the field was nearly impossible:

• No location tracking — couldn't verify if distributors were at assigned locations
• Unclear progress — no visual indication of completed vs. pending buildings
• Photo verification gaps — distributors claimed to post ads but no proof
• Route optimization — no visibility into efficient path planning

THE SOLUTION

I designed an interactive map interface with real-time GPS tracking and photo verification:

• Top Section — City Selection
• Map/List Toggle
• Interactive Map
• Left Sidebar — Display Controls
• Map Features
• Results: verified distribution — photo proof for every posted leaflet
• Route optimization — identified inefficient paths, reduced travel time by 30%
• Real-time tracking — managers saw distributor location live
• Accountability — distributors knew their work was monitored
• Quality control — photos confirmed proper leaflet placement

THE PAIN

Managers needed a bird's-eye view of call center performance but lacked:

• Consolidated metrics — data scattered across multiple screens
• Visual analytics — raw numbers without charts/graphs
• Performance trends — no historical comparison
• Team productivity — individual operator performance unclear

THE SOLUTION

Designed a comprehensive manager dashboard (mentioned but not shown in images) with:

• Call volume statistics by hour/day/week
• Operator performance metrics (calls handled, orders created, conversion rate)
• Revenue tracking by city and service type
• Technician utilization rates
• Customer satisfaction scores
• Interactive charts and graphs for trend analysis

THE PAIN

Working within Bootstrap constraints while significantly improving UX.

THE SOLUTION

My Approach:

• Leveraged Bootstrap grid — maintained 12-column layout for consistency
• Custom CSS overlays — enhanced colors, spacing, and typography without breaking Bootstrap
• Component customization — modified Bootstrap buttons, tables, cards with custom styles
• Responsive design — ensured interface worked on various screen sizes
• Progressive enhancement — added JavaScript for real-time updates without full page reloads