Orange is a company that operates in the telecom industry. Its advisors use the Newton Bali software for customer management across 3 channels (Call, Chat, and Email). The software had been used by Orange for many years, but it was becoming outdated and was no longer compatible with current technology. The mission was to revamp this tool while respecting the company's style guides.

Challenge

How do you improve and update customer management software while respecting the screen width constraints used by advisors?

Audit

The first version of the Newton software made a distinct separation of the different channels (call, chat, and email). The user opened 3 different windows depending on the channel they used. An audit and an observation day were conducted to see how advisors synchronized between channels.

Production

1 - Home

The user enters their credentials and accesses the home page. The revamp incorporates the 3 channels in the navigation bar with a status (online/offline) for each of them.

2 - Call Channel

The current and past calls, chats, and emails are located below the navigation bar. Each component (call, chat, email) gathers quick actions such as call transfer, hang up, hold, etc. The layout is the same for all channels with a column of information on the left and a wider column of actions on the right.

3 - Chat Channel

The same layout is found in the Chat section. With the exception that there is an accordion in the left column to display either information or the current chat.

4 - Mail Channel

The mail section is identical to the chat section, as an accordion is also included. The particularity of this section is that it allows the opening of the email in a new window to have more reading space.

Result

Productivity on the revamp of Newton Bali has been improved through an all-in-one method for the different sections. When managing customers, the Orange advisor will no longer need 3 windows, but only one to manage the different customer channels. To limit learning time on the new interface, the layout has been simplified without deviating too much from the previous version, with spaces (left-right) for Information and actions.