CRM Applications​

1500+ customer representatives use Netflix CRM suite to service the calls from Streaming and DVD clients.

 

DVD CRM Integration

Netflix wanted to integrate their legacy DVD CRM into more modern Streaming CRM application. At the same time they wanted to redesign legacy application, but keep the patterns that work.

 

Services and Tools: heuristic analysis, user research, business analysis, conceptual design, interaction design, visual design review.

 

Chat Templates Automation

Quick Chat Templates allow Chat Agents to access pre-canned chat messages, add them to the chat and fill-in the blanks on the fly.

 

Almost every Chat Agent had an external text document with the list of individual pre-canned messages. Our goal was to make Quick Chat Templates easy and convenient, for agents to prefer them over the text document.

 

Services and Tools: user research, interaction design, visual design review.

 

Outage Notifications

Netflix had a tool for notifying customer representatives on system outages. They wanted to be able to notify customers as well. They also wanted to expand the tool for more channels, they might need in a future. Expanding functionality resulted in overhauling the whole too.

 

Services and Tools: heuristic analysis, conceptual design, interaction design, visual design review.