Enterprise Case Management
Consolidated Communications
Year
2023
Client
Consolidated Communications
Industry
Telecom
Type
Internal Product
Role
Lead Product Designer
Project Length
3 Months
Challenge
Consolidated Communications was operating with fragmented systems for case management, call routing, and outage tracking—making it difficult for teams to access real-time information, understand customer context, and respond efficiently.
This lack of integration led to limited visibility across workflows, inconsistent handoffs, and slower decision-making. Agents struggled to track case history, differentiate between system-generated and human inputs, and gain a clear view of outages and their impact. Additionally, call routing lacked the intelligence needed to match customers with the right agents, often impacting resolution quality and overall customer satisfaction.
The challenge was to unify these disconnected experiences into a single, intuitive platform that could provide real-time insights, improve operational efficiency, and enable faster, more informed decision-making across teams.
Solution
We designed a unified, role-based platform that streamlined case management, call routing, and outage tracking into a single, intuitive experience. The system provided real-time visibility into operations, enabling users to open, track, and audit cases with full transparency into actions taken.
Advanced filtering improved clarity by separating human input from system-generated steps, while integrated IVR data captured customer sentiment and flagged potential frustration. This allowed for more intelligent call routing, connecting customers with the most appropriate agents.
We also introduced detailed outage mapping with clear visibility into affected areas, root causes, and resolution timelines. A customizable dashboard surfaced key information—such as outages, orders, recent interactions, and service status—giving agents immediate context to act quickly and effectively.
Process
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Over 12 weeks, we interviewed customer service reps, NOC engineers, managers, and supervisors to map workflows and identify pain points. This helped us define 4-5 user groups and design a more unified, efficient system with improved handoffs.
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We built a platform that adapts to user roles, showing only relevant features. While working within PEGA’s limitations, we expanded its capabilities to improve usability and efficiency while maintaining enterprise compliance.
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We created a high-fidelity, clickable prototype as a blueprint for development. By walking leadership and dev teams through it, we ensured clarity, minimized confusion, and set up a smooth transition for implementation.
By the Numbers
30+
Research Participants
12
Weekly Group Interviews
~40
Research Hours
Impact
The new platform transformed operations from reactive to proactive, equipping teams with real-time insights to make faster, more informed decisions.
Agents were able to resolve issues more efficiently with greater visibility into customer history and system activity, reducing friction and improving response times. Intelligent call routing led to better customer-agent alignment, improving resolution quality and overall satisfaction.
Operational clarity increased across teams, with improved communication, cleaner handoffs, and greater accountability through transparent case tracking.
Ultimately, the platform drove measurable gains in efficiency, consistency, and customer experience—while laying the foundation for scalable, data-driven operations.
Key Experience Screens
“ This new platform streamlines case management, call routing, and outage tracking, empowering our teams with real-time insights for faster, smarter decisions. Something we were desperately in need of.”
— Senior Project Manager, Consolidated Communications