KL Site - Case Management

Opportunity Identified

Managing cases manually through Excel, emails, and Teams was inefficient, error-prone, and time-consuming. The lack of automation led to missed follow-ups, inaccurate tracking, and productivity loss.

Proposed Solution

Leveraging my expertise in Training & Quality, I independently developed a custom CRM system. This solution automated follow-ups, centralized case tracking, and improved interactions between L1 and L2 teams.

Observed Benefits

• Time Savings: 1,650 minutes (27.5 hours) saved per month on case handling.
• Cost Efficiency: Avoided $20,000 - $30,000 in developer costs by building an in-house solution.
• Improved Accuracy: Automation reduced errors, enhanced tracking, and boosted productivity.
• Enhanced Collaboration: Centralized data strengthened communication between teams.

This project is a testament to innovation and problem-solving, demonstrating the impact of initiative and technical learning in optimizing workflows. Excited to share more insights and visuals of the transformation! 🚀