Motoring Assistance CRM

Problem:

The roadside assistance company faced challenges managing user data, policies, and operational tasks efficiently. The existing system lacked centralized management of customer information, policy changes, and event tracking, resulting in disorganized records and a poor customer experience. Additionally, handling policy updates, vehicle changes, and user activations involved manual and time-consuming processes.

Action:

A custom CRM platform was developed with the following key features:

User Management: A comprehensive users list with a paginated table and search functionality to easily find users by name, surname, policy reference, or vehicle registration number. User detail management allowed updates to personal details and address changes through API integrations, along with tools to resend activation emails.

Policy Management: Streamlined features for adding or modifying user policies, including adding, changing, or removing vehicles from policies. Policy activation/deactivation and modifications like start dates, excess amounts, and package changes were also included.

Activity Logging: A user activity log to capture key events, such as joining as a member, changing membership details, or logging breakdown incidents.

Security and Notes: Secure password reset functionality and the ability to add notes to report all changes made to a user's account for better tracking and auditing.

Result:

The new CRM system centralized the management of customer data and policies, improving operational efficiency and accuracy. The automation of tasks like policy updates, user activations, and password resets reduced administrative workload and manual errors. Real-time tracking of user activities and changes provided better accountability and record-keeping. Overall, the system led to an enhanced customer experience, improved data organization, and greater operational effectiveness for the company.