eCommerce CRM: Workflow & UX Redesign
Project objectives: ProfiCRM is a tailored CRM system designed for product-based businesses that need effective inventory management, transparent order processing, and real-time analytics. The client, who has experience with various CRM platforms, sought a solution that would address the shortcomings of current tools and cater to the real needs of small and medium enterprises in retail, logistics, and distribution. The aim was to create a system that offers a balance between functionality and user-friendliness, steering clear of both overly complex enterprise CRMs and simplistic solutions that fail to support genuine business operations. Challenges included limited team resources, a strong emphasis on system stability, and a streamlined user experience for a less tech-savvy audience. The final product greatly enhanced operational efficiency: order processing times improved by 33%, errors in product transfers and inventory management were halved, and warehouse managers gained up to an additional hour of productivity each day through automation. Solutions: The team conducted an analysis of product turnover processes, procurement, warehousing, transfers, and order management flows. Competitor analysis covered both local and international CRM systems to pinpoint best practices and eliminate unnecessary features. Interviews with managers and small business owners helped reaffirm the product's direction. Customer journey maps and user flows were developed for actions such as adding products, placing orders, and checking inventory, with hypotheses regarding data structure and dashboard designs tested through prototypes. Technology stack and tools used: PostgreSQL, React, Node.js, GO, PHP, JWT, Jira, Figma, Typescript.