Our old system had just a single page dedicated to Customer Success Managers (CSMs). On this page, they were only able to add a new company (“user groups”), send marketing materials, add linked systems, view a list contracts, and deactivate users when necessary. However, CSMs faced limitations, as they couldn't remove users from the system, update contracts, or manage many other daily tasks that are essential for maintaining client relationships and ensuring smooth operations.

We gave our CSMs an end-to-end system that allows them to completely manage various companies in our system. We also built this system to be scalable in the case that we eventually want to offer our users the ability to self manage within our other product, Raiven Portal.

CSMs need to be able to see, quickly, top level information of our various companies. Having quick sights on payments, users, contracts, addresses, main branches, and more is important for our CSMs to do their job quickly and efficiently.

This system required careful and thorough thinking through very complex intricacies, such as the potential effects of decisions made on the company level versus those made on the branch level. As a cohesive team, we needed to consider how one level might affect the other and ensure that certain permissions at one level would not unintentionally complicate or negatively impact the statuses, orders, or user experiences at another level.